Head of Quality, Training & Workforce Management

We are working with a leading B2B solution provider who are looking to recruit a Head of Hub Center of Excellence (CoE) for their Gaming studios in Belgrade Serbia.

Position: Head of Hub Center of Excellence (CoE)

Location: Belgrade Serbia

Employment type: Full-time

Remuneration: Base salary bonuses.

DUTIES AND RESPONSIBILITIES:

• Lead and manage local Center of Excellence (CoE) teams across Quality Control Training and Workforce Management (WFM)
• Implement global frameworks methodologies and tools at hub level while adapting them to local needs
• Ensure performance across CoE functions aligns with company KPIs SLAs and compliance standards
• Monitor and report local metrics in accordance with global benchmarks
• Drive process improvements and operational excellence across all CoE functions
• Oversee the local implementation of QA systems onboarding programs and workforce planning tools
• Foster strong collaboration between CoE functions and Line Operations to support service delivery
• Promote a culture of accountability and continuous improvement through coaching and performance feedback
• Ensure compliance with company policies health and safety regulations and ISO requirements
• Represent the hub in audits global calibration sessions and knowledge-sharing activities
• Maintain confidentiality of sensitive data processes and operational systems.

REQUIREMENTS:

• Minimum 5-7 years of leadership experience in Quality Training or WFM ideally in iGaming or fast-paced service industries
• Proven ability to lead cross-functional teams and operate within matrix organizations
• Strong understanding of global standards and experience localizing them effectively
• Bachelors degree required; Masters degree preferred (e.g. MBA . Operations Business)
• Certifications in Six Sigma ISO LMS administration or WFM tools are an advantage
• Excellent analytical skills operational discipline and a mindset focused on continuous improvement
• Strong leadership communication and stakeholder management skills
• Fluency in English and Serbian both spoken and written
• Experience with workforce optimization training evaluation or ISO-compliant QA systems is a plus
• Familiarity with analytics tools LMS platforms or WFM software is beneficial.

BENEFITS:

• Excellent remuneration package based on experience skills and performance
• Be part of a dynamic international team with a positive and friendly atmosphere
• Guidance and tools to reach career potential
• Paid training
• Performance bonuses
• Private health insurance
• Free gym membership
• Referral bonuses