VIP Quality Control Lead
Core
Establish and continuously improve quality standards for VIP operations in an international iGaming environment, leading the QC function, team, and methodologies to ensure high-quality service for top-tier customers.
Role type
Senior Quality Control Lead (People & Process)
Builds
Scalable quality systems, training frameworks, and automation initiatives for a global VIP organization.
Domain
iGaming / Online Casino / VIP Customer Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Quality control/assurance leadership, calibration methodologies, scorecard design, data-driven quality management, training/certification framework design, VIP operations knowledge, player economics understanding, operational policy creation, team building, analytical problem-solving
Preferred skills
Experience in sportsbook or online casino environments, knowledge of VIP support processes, ability to manage distributed international teams
Technologies
N/A
Responsibilities
Build and develop the Quality Control Manager team; Manage quality-control coverage planning and review volumes; Lead regular calibration sessions to ensure evaluation consistency; Own the development and versioning of scorecards and evaluation methodologies; Establish and maintain clear quality standards for VIP operations; Build a library of best-practice examples for training; Source and onboard mentors for VIP host development; Define qualification filters for hiring; Measure training program effectiveness; Produce management reporting on quality performance; Collaborate on certifications and performance improvement plans; Develop the roadmap for automating quality-control processes.
Seniority
Senior, hands-on IC with people leadership
