VIP Quality Control Lead

Accountabilities

• Build and develop the Quality Control Manager team, including workforce planning, regional allocation, workload distribution, recruitment, onboarding, and certification.


• Manage quality-control coverage planning by monitoring review volumes, prioritizing reviews according to customer segment value, and coordinating schedules across regions.


• Lead regular calibration sessions to measure evaluation consistency, identify discrepancies, and conduct spot checks on QC managers' assessment samples.


• Own the development, maintenance, and versioning of scorecards and evaluation methodologies used across all regions.


• Establish and maintain clear quality standards for VIP operations, ensuring consistent expectations across markets and teams.


• Build and maintain a structured library of best-practice examples and failed cases to support continuous learning and training within the VIP Academy.


• Source, select, and onboard mentors who contribute to VIP host and agent development programs.


• Own the training and certification framework for VIP hosts and agents, including program structure, content, assessment standards, and eligibility criteria for working with top-tier customers.


• Define qualification filters for hiring, including tests, case studies, assessment criteria, and selection methodologies.


• Measure the effectiveness of training programs through quality, retention, and operational performance metrics.


• Produce management reporting on quality performance and translate findings into actionable recommendations.


• Collaborate with regional leaders on certifications, Performance Improvement Plans, and the relationship between quality scores and team motivation.


• Develop and drive the roadmap for automating quality-control processes and improving operational scalability.

• Strong experience in quality control, quality assurance, customer operations, or a closely related field, ideally within iGaming, sportsbook, online casino, or VIP customer operations.


• Demonstrated expertise in calibration methodologies and the ability to establish consistent evaluation standards across distributed teams.


• Experience designing scorecards and structured frameworks for assessing customer interactions and dialogue outcomes.


• Strong understanding of quality dashboards, performance metrics, and data-driven quality management.


• Experience designing and implementing certification, assessment, and training methodologies.


• Solid knowledge of sportsbook and casino products and the operational environments in which they are delivered.


• Understanding of player economics, bonuses, VIP customer behavior, and the factors that influence customer value and retention.


• Good knowledge of VIP support processes, procedures, and service-quality standards.


• Experience creating, documenting, or maintaining operational policies and quality guidelines.


• Strong leadership and people-development skills, with the ability to build effective teams and establish clear performance expectations.


• Analytical and structured approach to problem-solving, with the ability to translate quality data into practical operational improvements.


• Excellent communication and stakeholder-management skills, particularly when working with regional and cross-functional teams.


• High level of ownership, organization, and attention to detail, with the ability to manage multiple quality initiatives across different markets.


• Comfortable working in a fully remote, international environment with geographically distributed teams.

• Fully remote working environment within Europe.


• Full-time employment with an international and geographically distributed organization.


• Benefits cafeteria offering a broad range of options, including:


• Children allowance.


• Mental health support.


• Sports and fitness activities.


• Language courses.


• Automotive services.


• Veterinary services.


• Home office setup assistance.


• Dental services.


• Books and stationery.


• Training and professional development compensation.


• Massage and wellness services.


• Opportunity to lead and develop a specialized quality-control function across multiple regions.


• Significant influence over VIP quality standards, training frameworks, certification processes, and operational methodologies.


• Opportunity to build scalable quality systems and contribute to automation initiatives.


• International exposure through collaboration with regional leaders and teams across multiple markets.


• Professional development opportunities in quality management, VIP operations, analytics, training, and organizational leadership.


• Dynamic environment that values continuous improvement, operational excellence, and data-driven decision-making.

This listing is from Lever. View original listing ↗