Quality Control Team Lead

Responsibilities:

• Lead the Quality Control team within the VIP department.
• Develop, implement, and maintain communication quality standards across all VIP segments (Super VIP, PreVIP, Loyalty).
• Monitor, review, and evaluate communication between managers and clients — including email, messengers, and phone.
• Provide timely feedback and recommendations to VIP Managers and Support teams regarding communication quality and process compliance.
• Create and update internal QA documentation, procedures, and evaluation forms.
• Collaborate with training and operations teams to align goals and resolve areas for improvement.
• Prepare regular reports and actionable insights for department leadership based on QA analytics.
• Support the onboarding and mentoring of new QA team members.

• Requirements

  • Minimum of 2 years of experience in a quality assurance role within customer support.
  • Proven experience leading or mentoring a team.
  • Strong knowledge of service quality metrics (e.g., CSAT, SLA, NPS) and practical experience applying them.
  • Ability to objectively assess communication quality in a structured and consistent manner.
  • Excellent attention to detail and a high standard for customer experience.
  • Confident user of Google Workspace and monitoringreporting systems.
  • Knowledge of CRM systems.
  • English level: B1 or higher.
  • Ability to work in a fastpaced, dynamic environment with shifting priorities.

  • Nice to have:

    • Experience working with VIP clients (highnetworth customers).
    • Background in coaching, training, or process optimization.
    • Knowledge of additional languages is a plus.

    • Benefits

      • Remote work opportunity.
      • Flexible working schedule.
      • Interesting product.
      • Learning opportunities.
      • Career growth prospects.