Overview

Responsibilities:
  • Monitor daily workloads, supervise QM specialists, and mentor team members to foster a positive, high-performance culture
  • Ensure timely and accurate completion of QM reports; deliver regular performance insights, quality trends, and risk assessments to senior management
  • Participate in monthly meetings to discuss monthly QM reports for all skins, review the results and make appropriate changes
  • Keep the team updated on changing gambling regulations, licensing requirements, and information security/data protection standards
  • Define, monitor, and optimize key quality indicators including accuracy, empathy, professionalism, and response timeliness
  • Ensure that all quality assurance findings, corrective actions, and improvement plans are documented and stored for future reference
  • Provide regular reports to higher management about customer support quality, performance metrics, trends, and areas of concern
Required Qualifications:
  • Proven background in the iGaming/gambling industry with strong knowledge of licensing and regulatory frameworks
  • Strong ability to build, track, and interpret customer support metrics and operational data
  • Exceptional problem-solving skills with a proven track record of managing competing priorities in a fast-paced environment
  • Ability to create and update knowledge base information
  • Understanding of cybersecurity protocols to protect user data
  • Full professional fluency in both English and Russian (written and verbal) with excellent communication skills
Note:

✨ Our intelligent job search engine discovered this job and republished it for your convenience.
Please be aware that the job information may be incorrect or incomplete. The job announcement remains the property of its original publisher. To view the original job and its full details, please visit the job's URL on the owner’s page.

Please clearly mention that you have heard of this job opportunity on https://ijob.am.