QA Engineer
fusionSpan
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QA & Training Lead, Customer Support
Growe
full-time
Posted on:
Location Type: Remote
Location: Remote • 🌎 Anywhere in the World
Visit company websiteJob Level
Senior
About the role
- Lead and implement QA frameworks and best practices;
- Monitor test coverage and ensure compliance with quality standards;
- Mentor and grow QA teams across regions;
- Allocate resources for various projects;
- Train teams on compliance and testing tools.
Requirements
- 5+ years of experience specializing in Customer support/Quality Assurance;
- 2+ years of experience in people management (must have);
- Strong background in setting up and improving QA frameworks, flows, and communication standards for support teams;
- Hands-on experience with CSAT monitoring, QA scorecards, and driving measurable improvements in customer satisfaction;
- Expertise in onboarding and training programs for customer support agents, including the development of soft skills and product knowledge;
- At least Upper-intermediate level of English (written and spoken).
Benefits
- Define and implement QA frameworks, policies, and best practices tailored to gambling regulations and compliance;
- Ensure testing and quality standards meet regulatory requirements (e.g., RNG certification, responsible gaming, AML/KYC flows);
- Lead, mentor, and grow a team of QA and trainers across multiple regions in the customer support department;
- Allocate resources effectively between projects (casino, sportsbook, payments, CRM, etc.);
- Provide training on tools, methodologies, and compliance standards relevant to gambling products;
- Ensure thorough testing of payment gateways, bonus systems, game mechanics, RNG fairness, and user journeys;
- Monitor test coverage and ensure defects are tracked, prioritized, and resolved before release.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
QA frameworkstest coveragecompliance standardsCSAT monitoringQA scorecardsonboarding programstraining programs
Soft skills
mentoringpeople managementcommunication standardsresource allocationcustomer satisfaction improvement