Job Description

Patrianna is a rapidly expanding product development company headquartered in Gibraltar, with a dynamic team spanning the globe. We are on the lookout for exceptional talent--driven, ambitious individuals who are ready to elevate business functions withexpertise, adaptability, and a passion for continuous growth.

Role Overview:

The Ops QA Lead is a mid-level managerial role responsible for leading a team of QA agents within the operations function. This position requires strong leadership skills, strategic planning abilities, and hands-on expertise in Quality Assurance processes within KYC, Risk, and Payments operations. The focus of this role is on ensuring high-quality standards, monitoring performance, and driving continuous improvements in service excellence.

Areas of Responsibility:

Lead and manage a team of QA agents, ensuring effective performance monitoring and quality control.

Develop and refine QA strategies, including process audits, compliance checks, and efficiency improvements.

Oversee the execution of QA processes to maintain high service standards in KYC, Risk, and Payments operations.

Conduct regular performance evaluations, providing coaching, mentorship, and development opportunities for team members.

Collaborate with other departments to address quality-related concerns and implement best practices.

Analyse QA data to identify trends, improve operational processes, and enhance overall service quality.

Ensure compliance with company policies, industry regulations, and internal risk controls in QA operations.

Prepare detailed QA performance reports, offering insights, successes, and areas for improvement.

Drive initiatives to enhance team efficiency, service quality, and overall customer experience.

Act as the primary liaison between QA specialists and senior management, ensuring smooth information flow.

Manage and oversee effective escalation resolution processes, ensuring continuous service improvement.

Experience & Requirements:

Minimum 3 years of experience in operational service related roles within Fraud, Risk or CS.

At least 1 year of experience managing a team of QA agents.

Strong knowledge of Quality Assurance processes within KYC, Risk, and Payments operations in the iGaming/gambling industry.

Expertise in quality monitoring, performance assessment, and compliance management.

Excellent leadership, coaching, and interpersonal skills to drive team performance.

Strong analytical and problem-solving abilities, with experience in QA reporting and performance analysis.

Familiarity with customer support, QA, and compliance software.

Ability to adapt quickly to changing operational needs and maintain a proactive approach to issue resolution.

This role is an excellent opportunity for an experienced professional who thrives in a fast-paced environment and is passionate about leading QA teams to ensure operational excellence.