QC Manager

Hey, buddies 👋 Welcome to the world of opportunities and challenges!
 
For an incredible iGaming company, we are looking for a great QC manager to join our Support team
 
🧲 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.
 
Requirements:
✦ 2+ years of experience in support/QC role;
✦ Experience with CRM's like Helpdesk and LiveChat 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 analyse and evaluate the work of the support team; 
✦ Knowledge of legal requirements for working with a licence;
✦ Ability to create and maintain team reporting;
✦ Ability to conduct onboarding, training and provide a constructive feedback to the team, 
✦ Ability to use tools for work automation and experience in their implementation;
✦ Strong communicational and management skills;
✦ Attention to details, responsibility, punctuality, and ability to find a personalised approach;
✦English B2+.
 
Responsibilities:
● Creating and maintaining a QA process for the team;
● Providing a team with a relevant feedback in order to boost their results;
● Providing a perfomance report for management that will give an overview of the team results in terms of dealing with clients;
● Onboarding, training, and supporting new and existing team members to a level where they can deliver and provide the best customer experience;, 
● Maintaining an up-to-date knowledge base 
● Implementing tools to automate their work and the work of the team. 
● Working with the support remote team to ensure the best experience for our customers in terms of the fastest problem-solving possible.

What we offer:
🧲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.
 
If you feel that this role it's a fit - Apply, we will be happy to meet you😊