pawaTech is seeking a passionate Customer Support QA Team Lead to build and lead high-performing teams dedicated to quality. You will evolve our Quality Assurance function, implementing initiatives that improve both customer experience and service quality.

About the Company

pawaTech is a prominent iGaming solutions provider, offering sportsbook, casino, lottery, and player management software. We power betPawa, Africa’s largest betting brand, and our platform supports millions of active users, processing thousands of transactions every second. With nearly a decade of industry expertise, we create tailored solutions that foster innovation, making us a trusted partner across Africa and beyond.

The Role

You will lead, mentor, and develop a team of QA Specialists within Customer Support. Your responsibilities include:

• Taking ownership of the QA function, including frameworks, scorecards, and quality standards.
• Analyzing customer interactions, quality reviews, and performance data to identify trends and improvement opportunities.
• Providing insights and recommendations to enhance customer experience and team performance.
• Collaborating with Support leadership, Training, Product, and Compliance teams to address quality challenges and improve processes.
• Continuously refining quality measurement, coaching, and integration into daily operations.
• Exploring new tools and methodologies to evolve the QA function as we scale.

Requirements

• Experience leading QA teams in Customer Support, Contact Centre, or similar environments.
• Strong understanding of QA frameworks, quality standards, scorecards, calibration, and coaching practices.
• Ability to analyze data and customer interactions to identify trends and improvement opportunities.
• Experience in building or enhancing QA processes and methodologies.
• Strong leadership skills to develop and motivate a team.
• Excellent communication skills to collaborate with various stakeholders.
• Good understanding of customer support metrics and drivers of high-quality customer experience.
• Strong analytical mindset with a practical approach to problem-solving.
• Ability to balance detail orientation with a focus on customer experience and business outcomes.

Nice to Have

• Experience in iGaming or high-volume customer support environments.
• Experience in supporting large-scale customer operations with significant ticket volumes.
• Familiarity with automation, AI-assisted QA, or speech and text analytics tools.
• Experience working with multilingual or multi-market teams.

What We Offer

• Competitive compensation range: €5000 - €6000 full contractual monthly pay.
• Opportunities for growth within dedicated teams and career prospects.
• A modern technological stack and innovative approach.
• AI-driven tools to enhance productivity and streamline workflows.
• A flexible work environment and team events.
• Fair compensation that recognizes your achievements and supports team budgets.

This position is open for ongoing applications with no deadline. At pawaTech, we are committed to building a welcoming and diverse workplace and encourage applicants from all backgrounds. Our hiring process is designed to ensure fairness and respect for every applicant. You can redact personal information from your resume if desired.

In compliance with EU GDPR and PDPA standards, your personal data will be treated confidentially and used solely for recruitment purposes. For more information, please visit our candidate privacy policy or contact us at data.protection@pawatech.com.