VIP Quality Control Manager

About the Role

We are looking for a detail-oriented and highly responsible VIP Quality Control Manager to ensure exceptional service quality for our VIP Support Team. Your mission is to maintain the highest standards of communication, accuracy, and consistency, ensuring that every VIP player receives a world-class support experience.

The ideal candidate has a strong analytical mindset, excellent communication skills, deep understanding of quality assurance principles, and the ability to provide constructive, clear, and actionable feedback.

Responsibilities

• Quality Evaluation
• Review and evaluate VIP Support interactions across all channels (chat, email, calls).
• Ensure accuracy, professionalism, and empathy in communication with high-value players.
• Score interactions based on internal QC standards and quality rubrics.
• Feedback & Coaching
• Prepare detailed feedback for VIP Support Agents to help them improve communication, accuracy, and efficiency.
• Conduct brief coaching sessions when needed, focusing on service quality and best practices.
• . VIP Standards Control
• Ensure that all VIP communication meets the highest company standards and supports strong player relationships.
• Identify deviations and propose corrective actions to preserve the premium level of service.
• Insights & Process Improvements
• Analyze recurring issues and service gaps within VIP Support.
• Propose improvements to scripts, workflows, guidelines, and processes that elevate service quality.
• Dispute Handling
• Review disputes between agents and QC team members.
• Ensure fair, unbiased, and well-documented resolutions.
• Reporting & Analytics
• Prepare weekly and monthly quality reports with insights and recommendations.
• Track accuracy trends, recurring mistakes, communication patterns, and success points.
• Collaboration
• Work closely with the VIP Team Leads, QC Team Leads, and L&D to align on standards and share insights.
• Support improvements in coaching frameworks and training programs.

Requirements

• 1.5+ years of experience in Quality Control, Customer Support QA, VIP support, or a related role.
• Strong understanding of VIP player expectations, communication style, and service standards.
• Excellent analytical skills and attention to detail.
• Strong written communication and feedback-giving skills.
• Experience with QA tools, scorecards, and reporting dashboards.
• Ability to stay objective and make fair, data-driven decisions.
• Ability to work independently and manage multiple tasks in a fast-paced environment.

Benefits

• Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work!
• Unlimited vacation days and paid sick leave—because your rest matters.
• A competitive compensation that truly reflects your skills and expertise.
• Employee referral bonus and gifts to celebrate your special occasions.
• 50% financial support for learning expenses to supercharge your professional growth!
• A positive atmosphere where you always feel respected and truly belong.
• Inspirational team-building activities that turn colleagues into best friends.
• Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships.
• Co-working space reimbursement to save your nerves from always working from home :)