VIP Quality Control Lead

Company Description:

RISK inc: An International iGaming Company Pushing the Boundaries of Entertainment

Who We Are:

An international iGaming company specializing in identifying and fostering the growth of high-potential entertainment markets. With 1000+ professionals in 20+ locations, we operate in 10 countries, serving over 300,000 customers.

Always Pushing the Boundaries? You Already Belong at RISK!

Our global-scale operations are based on strong internal expertise, analytics, and data research. We have expertise in iGaming operations (sports betting, online casino), digital and affiliate marketing, tech solutions, and data analytics.

Responsibilities

• Building and Developing the QC Manager Team: Headcount planning, regional distribution, workload allocation, hiring, and certification of QC managers themselves.

• Monitoring Coverage Planning: Volume of reviews by region, prioritization by segment value, and scheduling.

• Regular Calibration Sessions: Measuring rating consistency and conducting spot-checks on QC managers' evaluation samples.

• Scorecard and Methodology Development: Developing, updating, and versioning the scoring card and evaluation methodology for all regions.

• Establishing VIP Operations Quality Standards.

• Maintaining a Library of Best-Practice and Failed Cases as the foundation for training in the VIP Academy.

• Sourcing and Onboarding Mentors for the Host Academy.

• Owning the Training and Certification Program for VIP Hosts/Agents: structure, content, and eligibility criteria for working with top-tier clients.

• Qualification Filtering in Hiring: tests, case studies, and selection criteria.

• Evaluating Training Effectiveness based on quality and retention metrics.

• Management Reporting on Quality.

• Collaboration with Regional Leads on certifications, PIPs (Performance Improvement Plans), and the impact of quality scores on motivation.

• Quality Control Automation Roadmap.

Skills/Knowledge

• Calibration methodology

• Building scorecards for assessing dialogue outcomes

• Building quality dashboards

• Certification/assessment methodologies

• Knowledge of sportsbook and casino products

• Understanding of player economics and bonuses

• Knowledge of VIP support processes and procedures

• Policy and regulation writing

Additional Information

Our Benefit Cafeteria is Packed with Goodies:

• Children Allowance

• Mental Health Support

• Sport Activities

• Language Courses

• Automotive Services

• Veterinary Services

• Home Office Setup Assistance

• Dental Services

• Books and Stationery

• Training Compensation

• And yes, even Massage!

Ready to Take the Leap?

Join a team where every day is an opportunity to take a RISK and come out on top. Follow us on LinkedIn and Instagram, and let us be your hub for turning ambitious ideas and extraordinary solutions into reality.

At RISK, we believe that our people are the driving force behind our success. Together, we can achieve great things and push the boundaries of what's possible in the iGaming industry.