Full description

[Company] welcomes those who are excited to:

  • Manage and guide a QA team focused on evaluating customer support calls, chats, and emails;

  • Ensure all customer interactions meet high-quality standards and comply with gambling industry regulations;

  • Provide regular coaching, training, and constructive feedback to QA specialists;

  • Develop, calibrate, and improve QA scorecards and evaluation processes;

  • Track team performance metrics and prepare quality reports for stakeholders.

We need your professional experience:

  • Minimum of 6 months of proven experience as a Team Lead, Manager, or Supervisor;

  • Solid background in Quality Assurance for customer service (monitoring calls, chats, emails) or experience working in Customer Support environment;

  • Previous experience working in the gambling, iGaming, or sports betting industry will be a plus;

  • Hands-on experience in coaching staff and conducting performance reviews;

  • Strong analytical mindset with a sharp eye for detail and accuracy in QA evaluations;

  • Experience working with Google Sheets, ability to build simple reports based on basic/middle level functions.

We appreciate if you have those personal features:

  • Highly autonomous self-starter who identifies weak spots, generates tasks, and fixes issues without needing micromanagement;

  • Proactive problem solver who comes to management with ready solutions and ideas, rather than just reporting problems;

  • Exceptionally reliable and trustworthy, taking full ownership of operations and anticipating blind spots;

  • High emotional intelligence, capable of delivering sensitive feedback fairly and objectively;

  • Adaptiveness to changes and ability to work in fast pacing environment.

We are seeking those who align with our core values:
  • [Company] TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;
  • DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving [Company] to success;
  • BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.

Originally posted on Himalayas