• 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.