Design, build, and deliver onboarding and ongoing training programs covering product knowledge, tools, processes, compliance, and soft skills
Own or co-own training documentation, SOPs, and knowledge base content, ensuring alignment between human agents, AI responses, and public help materials
Adapt training content for multiple markets and languages, ensuring cultural relevance and regulatory compliance
Establish and maintain training frameworks, QA scorecards, standards, and KPIs
Conduct regular QA reviews, score interactions, identify trends, and provide structured coaching and feedback
Track and analyze training and QA effectiveness using performance metrics and assessments
Support and continuously train AI-powered support tools, including updating responses, workflows, and training data
Ensure training and QA materials meet regulatory, audit, and traceability requirements (RG, KYC, GDPR)
Collaborate with Customer Support, Product and Compliance teams on launches, changes, and improvements
Deliver reports and insights to stakeholders on training progress, quality trends, and performance gaps
Provide frontline support during peak periods when needed

Proven experience in a training role within the iGaming industry (casino, sportsbook, or both)
Hands-on experience performing QA evaluations and delivering structured feedback
Strong knowledge of iGaming customer support operations, tools, and workflows
Solid understanding of regulatory requirements (Responsible Gaming, KYC, AML, GDPR)
Experience designing and delivering engaging training programs from scratch
Experience working with knowledge bases, LMS platforms, or similar tools
Strong analytical skills and confidence working with performance metrics and dashboards
Excellent communication and presentation skills; fluent in English
Self-starter comfortable building structure in an early-stage, fast-paced environment

Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
Hybrid work schedule is available after the first three months of employment, with up to 50 days of work from home per year.
Benefit from two Free Fridays each year, limited to one per quarter.
Daily catered lunch or monthly lunch allowance.
Private Medical Subscription.
Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.
Access to an Employee Assistance Program through TELUS Health.
Our office perks include parking, on-site massages, and frequent team-building activities in various locations.
And did we mention our amazing office space complete with its own pool and gym?

Training & QA Lead – Customer Support

Key skills