Quality Control Specialist (iGaming)

TL;DR

Quality Control Specialist (iGaming): Monitoring and evaluating communication between managers and VIP players to ensure compliance with established standards with an accent on service quality metrics and regulatory compliance. Focus on analyzing communication flows, optimizing CSAT/NPS, and collaborating with training teams to improve customer experience.

Location: Remote (Astana, Tbilisi, Tashkent, Yerevan)

Company

hirify.global is recruiting on behalf of a local partner, providing data-driven solutions across multiple countries.

What you will do

• Monitor and evaluate communication quality across email, messengers, and phone channels.
• Ensure all communications adhere to established standards and regulatory requirements.
• Prepare detailed evaluation reports and identify systemic issues.
• Provide constructive feedback to VIP Managers and Support teams to improve service.
• Develop and update QA evaluation forms and procedures.
• Collaborate with training and operations teams to optimize customer experience for VIP segments.

Requirements

• Minimum 1 year of experience in quality assurance or customer support, preferably in iGaming.
• Practical knowledge of service quality metrics including CSAT, SLA, and NPS.
• Ability to perform objective and consistent communication assessments.
• Proficiency with Google Workspace and CRM systems.
• Fluent in Russian and English (mandatory).
• Strong attention to detail and high standards for customer experience.

Nice to have

• Experience working with VIP clients in casino, betting, or high-net-worth sectors.
• Background in coaching or mentoring.
• Knowledge of additional languages.

Culture & Benefits

• Full remote work opportunity.
• Flexible working schedule.
• Opportunities for professional learning and career growth.
• Engagement with an interesting product.