VIP Quality Control Lead

Jobgether; España; A distancia; EUR 85.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote Europe

Full-time position

Mental health support

Language courses

Home office setup

Descripción de la vacante

Jobgether in Spain seeks a VIP Quality Control Lead to establish and continuously improve quality standards across VIP operations in a fast-paced international iGaming environment.

You will lead the QC function, building the team, defining methodologies, and ensuring consistent evaluation standards across regions. This role combines people leadership, quality governance, analytics, and training to elevate the VIP customer experience.

Formación

• Extensive experience in quality control or QA in iGaming or related ops.
• Ability to calibrate evaluation standards across distributed teams.
• Experience designing scorecards and frameworks for customer interactions.
• Strong data-driven quality management and dashboards knowledge.
• Experience creating training, certification, and assessment methodologies.
• Leadership with ability to develop teams and coach performance.

Responsabilidades

• Build and develop the Quality Control Manager team with staffing and certification.
• Plan QC coverage and coordinate schedules across regions.
• Lead calibration sessions to ensure evaluation consistency.
• Own scorecards and evaluation methodologies across regions.
• Maintain quality standards for VIP operations.
• Develop library of best-practice examples for VIP Academy.
• Onboard mentors for VIP host and agent development.
• Own training and certification framework for VIP hosts and agents.
• Define hiring qualification tests and assessment criteria.
• Measure impact of training via quality and performance metrics.
• Produce management reporting and actionable recommendations.
• Collaborate with regional leaders on certifications and PIPs.
• Roadmap automating QC processes for scalability.

Conocimientos

Quality control

Leadership

Data analytics

Stakeholder management

Descripción del empleo

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a VIP Quality Control Lead based in Spain.

This role is responsible for establishing and continuously improving quality standards across VIP operations in a fast-paced international iGaming environment.

You will lead the quality control function, building the team, defining methodologies, and ensuring consistent evaluation standards across regions.

The position combines people leadership, quality governance, training, certification, analytics, and process optimization.

You will create the frameworks used to assess VIP interactions and help ensure that top-tier customers receive consistently high-quality service.

Your work will directly influence training effectiveness, operational performance, employee development, and the overall VIP customer experience.

You will collaborate closely with regional leaders and operational teams while using data and quality metrics to identify improvement opportunities.

The role also offers the opportunity to shape automation initiatives and build scalable quality systems for a growing global VIP organization.

Accountabilities

• Build and develop the Quality Control Manager team, including workforce planning, regional allocation, workload distribution, recruitment, onboarding, and certification.

• Manage quality-control coverage planning by monitoring review volumes, prioritizing reviews according to customer segment value, and coordinating schedules across regions.

• Lead regular calibration sessions to measure evaluation consistency, identify discrepancies, and conduct spot checks on QC managers' assessment samples.

• Own the development, maintenance, and versioning of scorecards and evaluation methodologies used across all regions.

• Establish and maintain clear quality standards for VIP operations, ensuring consistent expectations across markets and teams.

• Build and maintain a structured library of best-practice examples and failed cases to support continuous learning and training within the VIP Academy.

• Source, select, and onboard mentors who contribute to VIP host and agent development programs.

• Own the training and certification framework for VIP hosts and agents, including program structure, content, assessment standards, and eligibility criteria for working with top-tier customers.

• Define qualification filters for hiring, including tests, case studies, assessment criteria, and selection methodologies.

• Measure the effectiveness of training programs through quality, retention, and operational performance metrics.

• Produce management reporting on quality performance and translate findings into actionable recommendations.

• Collaborate with regional leaders on certifications, Performance Improvement Plans, and the relationship between quality scores and team motivation.

• Develop and drive the roadmap for automating quality-control processes and improving operational scalability.

Requirements

• Strong experience in quality control, quality assurance, customer operations, or a closely related field, ideally within iGaming, sportsbook, online casino, or VIP customer operations.

• Demonstrated expertise in calibration methodologies and the ability to establish consistent evaluation standards across distributed teams.

• Experience designing scorecards and structured frameworks for assessing customer interactions and dialogue outcomes.

• Strong understanding of quality dashboards, performance metrics, and data-driven quality management.

• Experience designing and implementing certification, assessment, and training methodologies.

• Solid knowledge of sportsbook and casino products and the operational environments in which they are delivered.

• Understanding of player economics, bonuses, VIP customer behavior, and the factors that influence customer value and retention.

• Good knowledge of VIP support processes, procedures, and service-quality standards.

• Experience creating, documenting, or maintaining operational policies and quality guidelines.

• Strong leadership and people-development skills, with the ability to build effective teams and establish clear performance expectations.

• Analytical and structured approach to problem-solving, with the ability to translate quality data into practical operational improvements.

• Excellent communication and stakeholder-management skills, particularly when working with regional and cross-functional teams.

• High level of ownership, organization, and attention to detail, with the ability to manage multiple quality initiatives across different markets.

• Comfortable working in a fully remote, international environment with geographically distributed teams.

Benefits

• Fully remote working environment within Europe.

• Full-time employment with an international and geographically distributed organization.

• Benefits cafeteria offering a broad range of options, including:

  • Children allowance.

  • Mental health support.

  • Sports and fitness activities.

  • Language courses.

  • Automotive services.

  • Veterinary services.

  • Home office setup assistance.

  • Dental services.

  • Books and stationery.

  • Training and professional development compensation.

  • Massage and wellness services.

• Opportunity to lead and develop a specialized quality-control function across multiple regions.

• Significant influence over VIP quality standards, training frameworks, certification processes, and operational methodologies.

• Opportunity to build scalable quality systems and contribute to automation initiatives.

• International exposure through collaboration with regional leaders and teams across multiple markets.

• Professional development opportunities in quality management, VIP operations, analytics, training, and organizational leadership.

• Dynamic environment that values continuous improvement, operational excellence, and data-driven decision-making.