VIP Quality Control Manager
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Job Description
VIP Quality Control Manager overseeing quality, training, and performance standards for RISK’s international iGaming support teams. Monitoring VIP operations and driving corrective actions across regions.
Responsibilities:
- Hire VIP department staff in accordance with established quality requirements
- Develop and conduct training and onboarding for VIP Hosts / Agents
- Conduct regular quality control of VIP teams' and employees' performance
- Monitor VIP teams' work online in other regions
- Ensure compliance with communication standards, operational procedures, and VIP service quality
- Identify systemic errors, violations, and areas for improvement
- Conduct regular assessments of employee qualifications and performance
- Develop and run skill development programs for VIP teams
- Provide individual feedback and recommendations to employees
- Oversee implementation of corrective actions based on monitoring results
- Prepare reports on VIP team performance quality and metric trends
- Participate in developing and updating VIP operations quality standards across all regions
Requirements:
- Evaluation methodology / building scorecards for assessing dialogue outcomes
- Working with recording systems, ticketing, etc.
- Knowledge of sportsbook and casino products
- Understanding of player economics and bonuses
- Knowledge of VIP support processes and procedures
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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