Training & QA Lead - Customer Support (iGaming)

TL;DR

Training & QA Lead - Customer Support (iGaming): Design and deliver onboarding and ongoing training programs along with QA frameworks for customer support operations with an accent on product knowledge, compliance, and AI-powered support tools. Focus on establishing standards, conducting reviews, analyzing performance trends, and ensuring regulatory alignment across markets.

Location: Bucharest, Romania (hybrid after first 3 months, up to 50 days WFH per year)

Company

Leading B2B SaaS provider of iGaming software, content, services, casino, sports betting, platform, payments, and affiliate management to 300 customers worldwide, with 1400+ team members across 12 countries in Europe and Asia.

What you will do

• Design, build, and deliver onboarding and ongoing training programs on product knowledge, tools, processes, compliance, and soft skills
• Own training documentation, SOPs, knowledge bases, ensuring alignment between human agents, AI responses, and public materials
• Adapt training for multiple markets and languages with cultural and regulatory compliance
• Establish training frameworks, QA scorecards, standards, and KPIs
• Conduct QA reviews, score interactions, identify trends, provide coaching and feedback
• Track training/QA effectiveness with metrics, support AI tools, ensure regulatory compliance, collaborate with teams, deliver reports
• Provide frontline support during peaks if needed

Requirements

• Proven experience in training and/or QA role within iGaming (casino, sportsbook)
• Hands-on QA evaluations and structured feedback delivery
• Strong knowledge of iGaming customer support operations, tools, workflows
• Solid understanding of regulations: Responsible Gaming, KYC, AML, GDPR
• Experience designing/delivering training programs from scratch
• Work with knowledge bases, LMS platforms
• Analytical skills for metrics and dashboards
• Fluent English with excellent communication/presentation skills
• Self-starter for early-stage, fast-paced environment

Culture & Benefits

• 22 days annual leave starting, +2 days/year up to 32 by year 5
• Hybrid after 3 months, up to 50 WFH days/year; 2 Free Fridays/year
• Daily catered lunch or allowance, private medical subscription
• Udemy/LinkedIn Learning access, external training budget
• Employee Assistance Program, office perks: parking, massages, team-building, pool/gym