VIP Quality Control Lead

This is a fully remote position, open to applicants in Poland, +1 more country.

📋 Description

• Build and cultivate the QC Manager team, which includes planning headcount, regional distribution, workload management, hiring, and certification processes.

• Oversee review coverage planning based on regional volume, prioritization of segment value, and scheduling.

• Facilitate regular calibration sessions to assess rating consistency and perform spot checks on QC manager evaluation samples.

• Create, update, and version scorecards and evaluation methodologies applicable across all regions.

• Set quality standards for VIP operations.

• Maintain libraries for best practices and failed cases to enhance VIP Academy training.

• Identify and onboard mentors for the Host Academy.

• Manage the training and certification program for VIP Hosts/Agents, which encompasses structure, content, and eligibility criteria for top-tier clients.

• Supervise qualification filtering during the hiring process through tests, case studies, and selection criteria.

• Assess training effectiveness through quality and retention metrics.

• Generate management reports focused on quality.

• Work collaboratively with Regional Leads on certifications, Performance Improvement Plans, and the influence of quality scores on employee motivation.

• Define the roadmap for quality control automation.

⛳️ Requirements

• Familiarity or experience with calibration methodologies.

• Proven experience in developing scorecards for evaluating dialogue outcomes.

• Experience in creating quality dashboards.

• Knowledge of certification and assessment methodologies.

• Understanding of sportsbook and casino products.

• Knowledge of player economics and bonus structures.

• Familiarity with VIP support processes and procedures.

• Experience in writing policies and regulations.

🏝️ Benefits

• Children Allowance

• Mental Health Support

• Sport Activities

• Language Courses

• Automotive Services

• Veterinary Services

• Home Office Setup Assistance

• Dental Services

• Books and Stationery

• Training Compensation

• Massage