Magnetics is a Ukrainian product marketing agency specializing in UX-UI, front-end, market research, product marketing, media advertising, and affiliate marketing. The company was founded in 2014.
We are seeking a systematic and experienced professional for the position of QC Manager for our i Gaming project. The main goal of this role is to reset and improve the current quality control process.
Requirements:

• 2+ years of experience in support/QC role;
• Experience with CRM's like Helpdesk and Live Chat tools;
• Creation and maintenance of a customer service quality map, which is used to
• derive criteria for assessing the quality of chats/emails;
• Analytical skills, ability to analyze and evaluate the work of the support team;
• Knowledge of legal requirements for working with a license;
• Ability to create and maintain team reporting;
• Experience in conducting the onboarding, training and providing constructive feedback to the team,
• High level of usage tools for work automation and experience in their implementation;
• Strong communication and management skills;
• Attention to the details, responsibility, punctuality, and ability to find a personalised approach;
• English B2+.

How you'll be contributing:

• Creating and maintaining a QA process for the team;
• Provide a team with relevant feedback to boost their results;
• Generate a performance report for management that will give an overview of the team results in terms of dealing with clients;
• Onboard, train, and support new and existing team members to a level where they can deliver and provide the best customer experience;
• Maintain an up-to-date knowledge base
• Implement tools to automate their work and the work of the team.
• Work with the support remote team to ensure the best experience for our customers in terms of the fastest problem-solving possible.

Benefits of working with us:

• Office in Kyiv or Remote
• We cover 50% of the cost for individual courses, training, and language programs
• We cover 100% of the cost for team courses
• Free consultations with our lawyers and an additional 50% discount on any type of legal services
• Health insurance
• Flexible schedule
• Regular salary reviews
• Team buildings in Ukraine and abroad