VIP Quality Control Lead

Jobgether; Ireland; Remote; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Fully remote in Europe

Training & professional development

Wellness programs

Language courses

Home office setup support

Job summary

Jobgether, partnered with an Ireland-based partner, seeks a VIP Quality Control Lead to establish and improve quality standards across international iGaming operations. You will build and lead the QC team, define methodologies, and ensure consistent evaluation across regions.

The role blends leadership, governance, training, analytics, and process optimization, with opportunities to shape automation and scalable systems, while collaborating with regional leaders and VIP teams.

Qualifications

• Experience leading quality-control teams in a fast-paced operation.
• Ability to design calibration methods and ensure evaluation consistency.
• Proven skill in creating scorecards and evaluation frameworks.
• Strong data-driven approach to quality management.

Responsibilities

• Build and lead the Quality Control Manager team and plan capacity.
• Oversee coverage planning and regional scheduling across markets.
• Run calibration sessions to ensure consistent evaluations.
• Own scorecards, methodologies, and version control.
• Define VIP quality standards and training frameworks.
• Develop scalable quality systems and automation roadmaps.

Skills

Quality leadership

Calibration methods

Scorecards design

Data analytics

Training design

People leadership

Job description

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 Ireland.

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.