Quality Control Specialist

This is a fully remote position, open to applicants in Kazakhstan.

📋 Description

• Oversee and assess the quality of interactions between managers and players through various communication channels (email, messaging platforms, phone).

• Ensure that all communications adhere to established standards and regulations.

• Generate comprehensive reports on evaluations and any identified issues.

• Offer constructive feedback to VIP Managers and Support teams.

• Engage in the development and enhancement of QA evaluation forms and procedures.

• Collaborate with training and operations teams to refine service processes.

• Uphold a high standard of customer experience across VIP segments (Super VIP, Pre-VIP, Loyalty).

⛳️ Requirements

• At least 1 year of experience in quality assurance or customer support, ideally within the iGaming industry.

• Familiarity with service quality metrics (CSAT, SLA, NPS) along with some practical experience in applying them.

• Capability to evaluate communication with objectivity and consistency.

• Exceptional attention to detail and a commitment to high customer experience standards.

• Proficient user of Google Workspace and reporting/monitoring systems.

• Basic understanding of CRM systems.

• Proficient in both Russian and English (mandatory).

• Ability to thrive in a fast-paced environment with changing priorities.

• Nice to Have:

• Experience engaging with VIP clients (casino, betting, or high-net-worth individuals).

• Background in coaching or mentoring.

• Proficiency in additional languages.

🏝️ Benefits

• Opportunity for remote work.

• Flexible working hours.

• Engaging product.

• Opportunities for learning.

• Potential for career advancement.