VIP Quality Control Lead
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Job Description
VIP Quality Control Lead developing quality standards, scorecards, and certification programs. Supporting Risk’s international iGaming operations across Europe, Poland, and Cyprus.
Responsibilities:
- Build and develop the QC Manager team, including headcount planning, regional distribution, workload allocation, hiring, and certification
- Monitor review coverage planning by regional volume, segment value prioritization, and scheduling
- Conduct regular calibration sessions to measure rating consistency and spot-check QC manager evaluation samples
- Develop, update, and version scorecards and evaluation methodology for all regions
- Establish VIP operations quality standards
- Maintain best-practice and failed-case libraries for VIP Academy training
- Source and onboard mentors for the Host Academy
- Own the training and certification program for VIP Hosts/Agents, including structure, content, and eligibility criteria for top-tier clients
- Manage qualification filtering in hiring through tests, case studies, and selection criteria
- Evaluate training effectiveness using quality and retention metrics
- Produce management reporting on quality
- Collaborate with Regional Leads on certifications, Performance Improvement Plans, and the impact of quality scores on motivation
- Define the quality control automation roadmap
Requirements:
- Experience or knowledge in calibration methodology
- Experience building scorecards for assessing dialogue outcomes
- Experience building quality dashboards
- Knowledge of certification/assessment methodologies
- Knowledge of sportsbook and casino products
- Understanding of player economics and bonuses
- Knowledge of VIP support processes and procedures
- Experience in policy and regulation writing
Benefits:
- Children Allowance
- Mental Health Support
- Sport Activities
- Language Courses
- Automotive Services
- Veterinary Services
- Home Office Setup Assistance
- Dental Services
- Books and Stationery
- Training Compensation
- Massage
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