VIP Quality Control Lead

Accountabilities: Build and develop the Quality Control Manager team, including workforce planning, regional allocation, workload distribution, recruitment, onboarding, and certification. Manage quality-control coverage planning by monitoring review volumes, prioritizing reviews according to customer segment value, and coordinating schedules across regions. Lead regular calibration sessions to measure evaluation consistency, identify discrepancies, and conduct spot checks on QC managers' assessment samples. Own the development, maintenance, and versioning of scorecards and evaluation methodologies used across all regions. Establish and maintain clear quality standards for VIP operations, ensuring consistent expectations across markets and teams. Build and maintain a structured library of best-practice examples and failed cases to support continuous learning and training within the VIP Academy. Source, select, and onboard mentors who contribute to VIP host and agent development programs. Own the training and certification framework for VIP hosts and agents, including program structure, content, assessment standards, and eligibility criteria for working with top-tier customers. Define qualification filters for hiring, including tests, case studies, assessment criteria, and selection methodologies. Measure the effectiveness of training programs through quality, retention, and operational performance metrics. Produce management reporting on quality performance and translate findings into actionable recommendations. Collaborate with regional leaders on certifications, Performance Improvement Plans, and the relationship between quality scores and team motivation. Develop and drive the roadmap for automating quality-control processes and improving operational scalability. Requirements Strong experience in quality control, quality assurance, customer operations, or a closely related field, ideally within iGaming, sportsbook, online casino, or VIP customer operations. Demonstrated expertise in calibration methodologies and the ability to establish consistent evaluation standards across distributed teams. Experience designing scorecards and structured frameworks for assessing customer interactions and dialogue outcomes. Strong understanding of quality dashboards, performance metrics, and data-driven quality management. Experience designing and implementing certification, assessment, and training methodologies. Solid knowledge of sportsbook and casino products and the operational environments in which they are delivered. Understanding of player economics, bonuses, VIP customer behavior, and the factors that influence customer value and retention. Good knowledge of VIP support processes, procedures, and service-quality standards. Experience creating, documenting, or maintaining operational policies and quality guidelines. Strong leadership and people-development skills, with the ability to build effective teams and establish clear performance expectations. Analytical and structured approach to problem-solving, with the ability to translate quality data into practical operational improvements. Excellent communication and stakeholder-management skills, particularly when working with regional and cross-functional teams. High level of ownership, organization, and attention to detail, with the ability to manage multiple quality initiatives across different markets. Comfortable working in a fully remote, international environment with geographically distributed teams. Benefits Fully remote working environment within Europe. Full-time employment with an international and geographically distributed organization. Benefits cafeteria offering a broad range of options, including: Children allowance. Mental health support. Sports and fitness activities. Language courses. Automotive services. Veterinary services. Home office setup assistance. Dental services. Books and stationery. Training and professional development compensation. Massage and wellness services. Opportunity to lead and develop a specialized quality-control function across multiple regions. Significant influence over VIP quality standards, training frameworks, certification processes, and operational methodologies. Opportunity to build scalable quality systems and contribute to automation initiatives. International exposure through collaboration with regional leaders and teams across multiple markets. Professional development opportunities in quality management, VIP operations, analytics, training, and organizational leadership. Dynamic environment that values continuous improvement, operational excellence, and data-driven decision-making.