Quality Assurance Team Lead (Customer Support)

pawaTech is looking for a Customer Support QA Team Lead who is passionate about building high-performing teams, driving continuous improvement, and creating a culture where quality is everyone's responsibility. As part of our Customer Support leadership team, you will lead and evolve our Quality Assurance function, driving continuous improvement initiatives that enhance both customer experience and service quality across the organisation.

Compensation range: €5000 - €6000 full contractual monthly payAbout us:

pawaTech is a leading iGaming solutions provider, delivering sportsbook, casino, lottery, and player management software as a service. We power betPawa - Africa’s largest betting brand, operating across multiple markets.

Our platform is designed for scale, handling millions of active users across web and mobile, processing thousands of transactions every second. With nearly a decade of industry expertise, we don’t just build software - we craft tailored solutions that drive innovation. Our expertise, commitment to quality, and client-focused approach make us a trusted partner in Africa and beyond.

What you’ll be doing:

• Leading, mentoring, and developing a team of QA Specialists within Customer Support;
• Taking ownership of the QA function, including frameworks, scorecards, and quality standards:
• Using customer interactions, quality reviews, and performance data to identify trends and improvement opportunities;
• Providing meaningful insights and recommendations that help improve both customer experience and team performance;
• Working closely with Support leadership, Training, Product, and Compliance teams to address quality challenges and improve processes;
• Continuously refining how quality is measured, coached, and embedded into day-to-day operations;
• Exploring new tools, methodologies, and best practices to help evolve the function as we scale.

What makes you a great candidate:

• Experience leading QA teams in Customer Support, Contact Centre, Customer Experience, or similar environments;
• Strong understanding of QA frameworks, quality standards, scorecards, calibration, and coaching practices;
• Ability to use data and customer interactions to identify trends, gaps, and improvement opportunities;
• Experience building or improving QA processes, methodologies, and ways of working;
• Strong people leadership skills with the ability to develop, motivate, and guide a team;
• Confident communication skills and ability to work with different stakeholders across the business;
• Good understanding of customer support metrics and what drives a high-quality customer experience;
• Strong analytical mindset and a practical approach to solving problems;
• Ability to balance attention to detail with a focus on customer experience and business outcomes.

Extra expertise we appreciate:

• Experience in iGaming or other high-volume customer support environments;
• Experience 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.

Why choose pawaTech?

• We make an impact and contribute to shaping the iGaming culture;
• We offer growth inside dedicated teams of seniors and career prospects;
• We embrace a modern technological stack and an innovative approach;
• We apply AI-driven tools to enhance productivity, streamline workflows, and keep our teams ahead in innovation;
• We value balance - a flexible environment and team events are waiting for you;
• We play it fair with compensation that recognises and backs your achievements and team budgets.

This job is accepting ongoing applications, and there is no application deadline.

At pawaTech, we are dedicated to building a welcoming and diverse workplace and invite applicants from all backgrounds, regardless of race, gender, age, or other protected characteristics. Our hiring process ensures fairness, objectivity, and respect for every applicant. Applicants are welcome to redact or omit information from their resumes that identifies their age, date of birth, or dates of attendance or graduation from educational institutions.

In compliance with EU GDPR standards and PDPA in Estonia, your personal data will be treated confidentially, used purely for recruitment, and accessible only to authorised hiring team members. Please visit our candidate privacy policy to learn more. For additional information regarding the processing of your data, please reach out via data.protection@pawatech.com