VIP Customer Support QA Team Lead 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: Lead and grow a QA team for VIP Customer Support in LATAM, ensuring the highest standards in service quality and operational consistency; Take ownership of QA operations, including SOP development, process optimization, and calibration between CS, AM, and QA teams; Ensure all customer touchpoints, chat, email, calls, CRM, are evaluated against clear quality metrics and continuously improved; Collaborate with regional leads, support managers, and the training team to drive cross-functional quality initiatives; Prepare and deliver insightful QA performance reports, highlighting trends, risks, and actionable improvements; Align QA workflows across LATAM with global standards and practices; Build a feedback culture within the QA team, helping agents grow through consistent coaching and performance evaluations; Contribute to the growth of the LATAM customer experience by identifying training needs, inefficiencies, and areas for innovation; Play a key role in bridging HQ expectations with on-the-ground operations in LATAM.
