VIP Quality Control Manager

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

📋 Description

• Oversee the communication of VIP Managers across all customer interaction channels and assess the quality of service provided.

• Deliver thorough and constructive feedback regarding communication style, tone of voice, and approach to customers.

• Design and execute onboarding plans for newly hired VIP Managers.

• Develop guides, establish communication standards, and outline best practices for interactions with VIP clients.

• Evaluate deficiencies in customer communication and recommend practical enhancements.

• Conduct regular one-on-one sessions, coaching, and ongoing support for the VIP team.

• Engage in the development of VIP customer experience strategies and suggest service improvements.

• Ensure that communication standards are in line with premium service expectations and business objectives.

• Monitor trends in communication quality and pinpoint opportunities for process optimization and team development.

⛳️ Requirements

• Proven experience with VIP clients in gambling, betting, luxury, or other high-end service sectors.

• In-depth understanding of premium customer service and personalized communication techniques.

• Capability to provide constructive, actionable, and organized feedback.

• Experience in creating onboarding, training, quality control, or team development processes.

• Exceptional communication and interpersonal skills, with a keen attention to detail.

• Strong analytical skills with the ability to identify communication gaps and areas for improvement.

• Ability to work autonomously while maintaining high-quality standards in a dynamic environment.

• Proficiency in English at a B2+ level is required.

• Fluency in Ukrainian is essential.

🏝️ Benefits

• Flexible payment options: select the method that suits you best.

• Tax assistance provided: the employer takes care of a portion of your taxes and offers guidance on local setups.

• Bonuses for holidays, birthdays, work milestones, and more.

• Coverage for courses and certifications.

• Opportunities for career advancement.

• Benefit cafeteria including sports, language courses, therapy sessions, and additional options.

• Team-building activities and industry conferences, both online and offline.

• New laptops and essential peripherals, such as monitors and headphones.

• Flexible start times at 9, 10, or 11 AM.