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Quality Assurance Manager - Flexible Working Available

Employer
Warner Bros. Discovery
Location
London (Greater)
Salary
Competitive
Closing date
20 Apr 2020

Job Details

Position Summary

Discovery are excited to be recruiting the new role of Quality Assurance Manager. The role is a newly established role supporting the Customer Success Sr Manager within one of our start-up hubs. The role sits within our Digital team on creating our new consumer OTT player, this is an International project and will include the opportunity to work on the Olympics which we have exclusive rights across Europe for the next seven years! 

QA Managers are responsible for brand identity consistency and growth and development of our international teams.

Responsibilities

  • Assessment of initial knowledge
  • Work with various internal and external stakeholders
  • Develop train the trainer documentation and techniques
  • Maintain and feed all internal knowledge bases
  • Organise and participate in Quality audits
  • Responsible for CSAT scores
  • Generate and present regular reporting
  • Run calibration sessions
  • Complete ticket reviews
  • Recruit and manage a small team of QA specialists
  • Develop relationship with external vendor

Requirements

  • Minimum 5-year experience in Customer service and 3 years in a manager position, ideally in a digital environment
  • Previous experience with call centres
  • Experience in International and digital environment
  • Fluent in English – any additional language desired
  • Excellent organisation and prioritisation skills
  • Demonstrated project management skills
  • Knowledgeable on CRM systems – Zendesk ideally
  • Excited and motivated by change, multi-tasking and fast pace environment
  • Confident of your own beliefs and expertise, and prepared to be heard in a way that positively influences others and drives improved performance Strong communication skills
  • Confident with Excel and Power Point
  • Available for regular travelling
  •  

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The most innovative ideas and solutions come from the widest range of thoughts and ideas –and it is our people who distinguish us. The diverse minds, experiences, cultures and unique points of view of our employees give Discovery a competitive advantage.” David Zaslav, President and CEO

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