VIP Customer Support QA Specialist - We believe that great careers and thriving teams grow through meaningful connections, and we’re here to match you with opportunities that fuel ambition and roles that unlock your talent. We know iGaming inside out and use that know-how to help talented professionals find their place in the game, where drive, innovation, and ambition meet in a perfect match.
Our client, Growe, is a leading business advisory and services group in iGaming and Entertainment. Сreators of strategies that work and solutions that scale. Combining strategic vision with hands-on expertise, Growe helps businesses navigate the fast-evolving industry, seize new opportunities, enter new markets, and achieve sustainable growth.
Perfect for those who aim to:
Evaluate chats, emails, and calls handled by VIP Customer Support Agents and VIP Account Managers, ensuring every interaction meets the company’s quality standards;
Identify mistakes, gaps, and strengths across VIP CS/AM communications with a meticulous and structured approach;
Provide clear, constructive, and actionable feedback to agents—supporting them with insight, clarity, and empathy;
Work closely with the VIP Trainer to develop Performance Improvement Plans and follow up on growth areas;
Align with VIP CS and VIP AM teams to ensure understanding of current processes, SOPs, and quality expectations;
Flag urgent or risk-sensitive cases to Management when necessary;
Contribute ideas to enhance communication flows, service quality, and the overall VIP experience;
Perform detailed QA tasks that require consistency while still leaving space for creativity, judgment, and ownership.
Experience you’ll need to bring:
Advanced English and Spanish proficiency (written and spoken);
At least 1 year of experience in QA Customer Support or Account Management;
Experience working with customer communication tools such as Intercom and Unitalk (or similar);
Background in Gambling/Betting or strong sports knowledge is considered a plus;
Comfortable preparing feedback, evaluations, and structured assessments.
It's a perfect match if you have those personal features:
Strong attention to detail and a systematic approach;
Excellent communication and feedback-giving skills;
Solid problem-solving mindset;
High level of self-organization, responsibility, and proactiveness;
Ability to work independently while collaborating with multiple teams.