VIP Quality Control Lead
Core
Establish and continuously improve quality standards across VIP operations in a fast-paced international iGaming environment, leading the quality control function, building the team, and defining methodologies.
Role type
Senior Quality Control Lead (VIP Operations)
Builds
Scalable quality systems, training frameworks, and automation initiatives for VIP customer service
Domain
iGaming, VIP Customer Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Quality control, calibration methodologies, scorecard design, data-driven quality management, certification and training methodology design, sportsbook and casino product knowledge, VIP customer behavior analysis, operational policy creation, team leadership, stakeholder management
Preferred skills
Experience in iGaming, sportsbook, online casino, or VIP customer operations
Technologies
Quality dashboards, performance metrics, automation tools
Responsibilities
Build and develop the Quality Control Manager team; Manage quality-control coverage planning; Lead regular calibration sessions; Own the development and maintenance of scorecards and evaluation methodologies; Establish and maintain clear quality standards for VIP operations; Build and maintain a structured library of best-practice examples; Source, select, and onboard mentors; Own the training and certification framework for VIP hosts and agents; Define qualification filters for hiring; Measure the effectiveness of training programs; Produce management reporting on quality performance; Collaborate with regional leaders on certifications and performance improvement plans; Develop and drive the roadmap for automating quality-control processes
Seniority
Senior, hands-on IC with people leadership
