As part of our continued growth, Neo Group is recruiting on behalf of one of our local partners, leveraging our network of 1,400 talented professionals across 10+ countries. Together, we are committed to delivering innovative, data-driven solutions that empower our clients and foster professional growth within a dynamic and collaborative workplace.
We are on the lookout for a Quality Control Specialist to join our VIP Department .
Responsibilities:
- Monitor and evaluate the quality of communication between managers and players (email, messengers, phone).
- Ensure compliance of communication with established standards and regulations.
- Prepare detailed reports on evaluations and identified issues.
- Provide constructive feedback to VIP Managers and Support teams.
- Participate in the development and updating of QA evaluation forms and procedures.
- Collaborate with training and operations teams to improve service processes.
- Support a high standard of customer experience across VIP segments (Super VIP, Pre-VIP, Loyalty).
- Minimum of 1 year of experience in quality assurance or customer support, preferably in iGaming.
- Knowledge of service quality metrics (CSAT, SLA, NPS) and basic practical experience applying them.
- Ability to assess communication objectively and consistently.
- Strong attention to detail and high standards for customer experience.
- Confident user of Google Workspace and reporting/monitoring systems.
- Basic understanding of CRM systems.
- Fluent in Russian/English (mandatory).
- Ability to work in a dynamic environment with shifting priorities.
Nice to Have:
- Experience working with VIP clients (casino, betting, or high-net-worth customers).
- Background in coaching or mentoring.
- Knowledge of additional languages.
- Remote work opportunity.
- Flexible working schedule.
- Interesting product.
- Learning opportunities.
- Career growth prospects.
