Overview

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).
Required Qualifications:
  • 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.
Benefits:
  • Remote work opportunity.
  • Flexible working schedule.
  • Interesting product.
  • Learning opportunities.
  • Career growth prospects.
Nice To Have:
  • Experience working with VIP clients (casino, betting, or high-net-worth customers).
  • Background in coaching or mentoring.
  • Knowledge of additional languages.
Note:

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