QA and Training Team Lead

Quality Assurance Team Lead 

VGW is a fast-growing technology company and creator of market-leading online social games. With offices across Australia, USA, Canada, Malta and the Philippines we are on a mission to be the biggest gaming company in the world!

Due to major growth we are expanding our Risk and Retention team in the US and currently looking for a Quality Assurance Team Lead  to join the team. 

The QA Team Lead role aids in turning assessments into information, information into insight and insight into business decisions that help to fool proof the system through product, processes and training enhancements. With this, monitoring, mentoring and empowering a team of 5-8 QA specialists is required

Key responsibilities will include:

• Oversees QA specialists supporting Account Executives to ensure integrity of key managed accounts
• Holds workshops for soft skill “active” and “passive” writing 
• Ensures all retention opportunities are caught and funnelled to the account executive department
• Works with CS Communications Team & Training Team to ensure that any trends in agent errors are addressed in internal documentation and training materials
• Aids in deep dives for non productive agents and supervisors to ensure leadership has a 360 view of performance 
• Reviews Jackpot video calls and provides time stamps for the Marketing creative team to edit, while ensuring no non-compliant language was used

What you will bring to the role:

• Bachelor’s Degree plus 5+ years demonstrated B2C relationship management experience or equivalent education and work experience
• Multiple years experience providing direct/indirect support and supervision to professional individual contributors
• Ability to detect trends and provide insight into areas of improvement, be it back office tools to live refreshers needed for trending staff errors
  2+ years working in an online social gaming environment
• 1+ years experience assessing staff members within a social gaming environment

About VGW

VGW has been disrupting the online gaming world since 2010 and we're only getting started. We've assembled an incredibly talented global team who bring their passion, energy and expertise to build games that people love. 

At VGW, we have a modern approach to getting work done and a focus on creating an environment where amazing people can do amazing work. That means giving you the flexibility you need, providing spaces that will keep you comfortable and finding opportunities for you to keep learning and growing.

Find out more at www.vgw.co

If you want to join a team that does things differently apply today and we look forward to seeing what you can bring to our team.

Why VGW?

We are on a huge mission to become the biggest gaming company in the world. As we grow to meet this goal, we need talented people rich in diversity to propel us forward. We truly believe the right mix of diversity and authenticity will be our winning hand.

We are committed to creating a diverse, engaging and inclusive culture for our people to shine, with a workplace that honours your experiences, perspectives, unique identity and passions. For those reasons, we encourage you to browse our employment opportunities and apply today. Please let us know of any accommodations you may need during the application process.

Base compensation for this role is $98,692 and benefits include accrued PTO, 401(k) company matching, health, dental, vision coverages, and the ability to work remotely!