Manager of Service Control Team (iGaming)

TL;DR

Manager of Service Control Team (iGaming): Overseeing the Quality Management team to ensure the highest standards of customer support across gaming platforms with an accent on regulatory compliance and performance benchmarks. Focus on monitoring daily workloads, optimizing quality indicators, and delivering performance insights to senior management.

Location: On-site in Yerevan, Armenia

Company

Award-winning sports betting and gaming operator with 23 years of experience, operating in over 120 countries.

What you will do

• Supervise QM specialists and mentor team members to foster a high-performance culture.
• Deliver QM reports, performance insights, and risk assessments to senior management.
• Define, monitor, and optimize quality indicators including accuracy, empathy, and response timeliness.
• Keep the team updated on changing gambling regulations, licensing, and data protection standards.
• Document and store all quality assurance findings and corrective action plans.

Requirements

• Proven background in the iGaming/gambling industry with knowledge of licensing and regulatory frameworks.
• Strong ability to build, track, and interpret customer support metrics and operational data.
• Exceptional problem-solving skills and ability to manage competing priorities in a fast-paced environment.
• Full professional fluency in both English and Russian (written and verbal).
• Understanding of cybersecurity protocols to protect user data.

Culture & Benefits

• Competitive experience-based salary and performance bonuses.
• Coverage for employee health insurance.
• Upskilling and reskilling trainings.
• Social events and corporate parties.