The Quality Control Specialist will monitor communication quality, ensure compliance, provide feedback, and enhance customer experience for VIP players.
We are expanding our VIP Operations team and seeking Quality Control Specialists to help maintain and enhance the standard of service for our VIP players. Your primary focus will be evaluating and monitoring communication quality across various channels, identifying areas for improvement, and helping our teams consistently deliver premium service. This position is ideal for detail-oriented professionals who are passionate about customer satisfaction, service quality, and process improvement.
Responsibilities- Monitor and evaluate the quality of communication between managers and players (email, messengers, phone).
- Ensure compliance of communication with established standards and regulations.
- Prepare detailed reports on evaluations and identified issues.
- Provide constructive feedback to VIP Managers and Support teams.
- Participate in the development and updating of QA evaluation forms and procedures.
- Collaborate with training and operations teams to improve service processes.
- Support a high standard of customer experience across VIP segments (Super VIP, Pre-VIP, Loyalty).
- Minimum of 1 year of experience in quality assurance or customer support, preferably in iGaming or fintech.
- Knowledge of service quality metrics (CSAT, SLA, NPS) and basic practical experience applying them.
- Ability to assess communication objectively and consistently.
- Strong attention to detail and high standards for customer experience.
- Confident user of Google Workspace and reporting/monitoring systems.
- Basic understanding of CRM systems.
- Fluent in Russian (mandatory).
- English level: A2 or higher.
- Ability to work in a dynamic environment with shifting priorities.
- Fixed salary + KPI bonus
- Flexible work schedule
- Fully remote work format
- Opportunity to work in a dynamic and rapidly developing field
Top Skills
Crm Systems
Google Workspace
Similar Jobs
Information Technology • Software
The Junior User Acquisition Manager will execute manual campaign operations, support senior managers, and optimize campaigns across multiple advertising platforms while learning best practices.
Top Skills:
Data Management ToolsFacebook AdsGoogle AdsSpreadsheets
Gaming
The Developer Experience Director leads Developer Relations, managing evangelists and ensuring integration quality, while engaging with the developer community to enhance satisfaction.
Top Skills:
APIsGame DevelopmentIntegrations
Gaming
Lead and mentor a team of developer evangelists, engage with the gaming community, oversee developer relations, and drive integration initiatives.
Top Skills:
APIsGame DevelopmentIntegrations
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
