Moon Active is one of the world's fastest-growing mobile game companies, providing entertainment for millions of active users across the universe. The company is headquartered in the heart of Tel Aviv.

We're looking for a Customer Support Lead (QC) who will lead a multi-lingual team of Support QA agents and be responsible for measuring the quality of the responses given to millions of players worldwide.

Responsibilities

• Develop an industry leading QA vision and strategy for the Customer Support department
• Define, update and maintain the department QA guidelines
• Provide weekly and monthly QA updates to the management team
• Hire, lead, manage and mentor the Quality Assurance team members
• Manage and track quality metrics
• Handle training of personnel to ensure awareness of quality procedures
• Develop, implement and manage the Quality audit schedule
• Implement processes for optimization

Requirements

• At least 3 years experience in management of support quality control & quality assurance (QC/QA)
• At least 1 year experience as a team leader
• Native English proficiency both spoken and written
• Good communication skills, both verbal and written
• Strong data collection and analysis skills
• Excellent attention to detail