About this role
Role Overview
- 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.
Requirements
- 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.