VIP QA Team Lead

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:

Manage and guide a QA team focused on evaluating customer support calls, chats, and emails;

 

Ensure all customer interactions meet high-quality standards and comply with gambling industry regulations;

 

Provide regular coaching, training, and constructive feedback to QA specialists;

 

Develop, calibrate, and improve QA scorecards and evaluation processes;

 

Track team performance metrics and prepare quality reports for stakeholders.

Experience you'll need to bring:

Minimum of 6 months of proven experience as a Team Lead, Manager, or Supervisor;

 

Solid background in Quality Assurance for customer service (monitoring calls, chats, emails) or experience working in Customer Support environment;

 

Previous experience working in the gambling, iGaming, or sports betting industry will be a plus;

 

Hands-on experience in coaching staff and conducting performance reviews;

 

Strong analytical mindset with a sharp eye for detail and accuracy in QA evaluations;

Experience working with Google Sheets, ability to build simple reports based on basic/middle level functions.

 

It's a perfect match if you have those personal features:

Highly autonomous self-starter who identifies weak spots, generates tasks, and fixes issues without needing micromanagement;

 

Proactive problem solver who comes to management with ready solutions and ideas, rather than just reporting problems;

 

Exceptionally reliable and trustworthy, taking full ownership of operations and anticipating blind spots;

 

High emotional intelligence, capable of delivering sensitive feedback fairly and objectively;

 

Adaptiveness to changes and ability to work in fast pacing environment.