Production Quality Associate Manager

Production Quality Associate ManagerKey Responsibilities Production Quality & Service Excellence  Contribute to the evolution of quality standards and practices across digital products and services.  Promote a culture of quality, reliability, and continuous improvement throughout the software delivery lifecycle.  Support initiatives aimed at enhancing customer and business outcomes through improved product quality. Quality Governance  Monitor quality indicators and support the identification of improvement opportunities.  Collaborate with cross-functional teams to ensure alignment on quality objectives, standards, and delivery expectations.  Contribute to the adoption of best practices, methodologies, and governance frameworks. Continuous Improvement  Analyze trends, recurring issues, and operational feedback to identify areas for optimization.  Support root-cause analysis activities and the implementation of corrective and preventive actions.  Drive initiatives focused on process simplification, efficiency, and effectiveness. Stakeholder Collaboration  Act as a reference point for quality-related topics across multiple initiatives.  Foster collaboration among Product, Engineering, Operations, and Business teams to support successful delivery outcomes.  Facilitate communication and alignment on quality priorities and objectives. Innovation & Transformation  Contribute to the evolution of tools, processes, and ways of working that enhance quality and operational excellence.  Support the adoption of automation, data-driven decision making, and continuous improvement practices where appropriate. Indicative KPIs  Product and service quality indicators  Production issue trend and recurrence reduction  Timely contribution to quality-related initiatives  Improvement actions identified and implemented  Stakeholder satisfaction and collaboration effectiveness  Contribution to process efficiency and quality governanc **About us:** Flutter, the world’s largest online sports betting and iGaming group listed on the London and New York stock exchanges, is home to the Southern Europe & Africa (SEA) region, featuring iconic brands like Sisal and PokerStars, a globally loved brand that embodies innovation and ambition, with significant growth potential in a dynamic market We are looking for a **Planning & Governance** **Specialist** to join our team and contribute to the development and enhancement of **Planning & Governance Department.** **Planning & Governance Specialist** is responsible for real-time monitoring, ensuring smooth operations, and maintaining accurate workforce data. This role focuses on sending reports, updating and proof-checking data, and identifying discrepancies during daily rotations. **The** **Planning & Governance Specialist** plays a crucial role in providing real-time insights and flagging issues to Planning & Governance Leads for further analysis and resolution. **What you'll do:** - Monitor real-time adherence and workforce performance, escalating issues as needed. - Send daily, hourly, and ad-hoc reports via email to relevant stakeholders. - Update and validate reports to ensure data accuracy and consistency. - Proof-check workforce data, identifying and reporting discrepancies. - Communicate with operational teams to ensure real-time adjustments align with business needs. - Support queue management by tracking service levels, occupancy, and agent performance. - Assist in maintaining workforce management system data integrity. - Participate in daily team rotations, ensuring all reports and monitoring tasks are completed. - Collaborate with WFM Leads to improve reporting processes and efficiency. **What you'll bring:** - Bachelor’s degree in business administration, Operations, or a related field (preferred). - 1+ years of experience in workforce management, real-time monitoring, or reporting. - Experience with WFM software (e.g., Calabrio, Zucchetti) is a plus. - Proficiency in Excel (VLOOKUP, pivot tables, conditional formatting). - Understanding of workforce management tools and real-time tracking systems. - Ability to process and verify large volumes of data efficiently. - Strong attention to detail and accuracy in reporting. - Effective communication and collaboration with internal teams. - Ability to work in a fast-paced, real-time operational environment. - Problem-solving skills for identifying and escalating reporting discrepancies. - Fluent in Italian language (both written & spoken) and good understanding of English language. **Why choose us:** - Permanent contract; - Food Allowance; - Pension Fund; - Company Owned Devices (laptop and business mobile phone); - Flexible working hours and the possibility of smart-working (according to the company's internal policy); - 24 Extra Hours Paid Leave; - Preferential treatment on products offered by Intesa Sanpaolo bank; - Supplementary Private Health Insurance and consultation with the company doctor; - Flutter Sharesave Plan. **Choose us also for:** - An inclusive work environment and participate in all our initiatives focused on Diversity & Inclusion; - Psychological well-being: online meditation courses, medical online service, and counseling service thanks to the support of certified psychologists and coaches; - Continuous learning for soft and hard skills (es. Learn / Platform, Training); - Support for parents and children and new mothers’ contributions. - Volunteering during your working hours. **Much more about us:** - Reviews and comments from our [Glassdoor](http://www.glassdoor.it/Panoramica/Lavorando-in-Sisal-EI_IE553794.13,18.htm) and [Indeed](http://it.indeed.com/cmp/Sisal-3/reviews) pages. Put yours! Burimi: https://flutterbe.wd3.myworkdayjobs.com/flutterint_external/job/Production-Quality-Associate-Manager_JR140588

Niveli: senior