iGaming Quality Assurance Analyst — Elevate Customer Support

Agile Consulting & Services Inc.; Philippines; On-site; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Performance Bonus

Holiday Gifts

13th Month Pay

Office Parties

Job summary

Agile Consulting & Services Inc. is seeking a Customer Service Quality Analyst – iGaming to monitor and improve the quality of customer service interactions across multiple channels from Taguig.

The role ensures CSRs follow policies, standards, and iGaming procedures while delivering accurate and professional support to players. The ideal candidate will have 2–3 years in Customer Service or BPO, with strong QA experience in iGaming, excellent communication, and analytical skills.

Qualifications

• Bachelor’s degree preferred in business/communications/management or related field.
• 2–3 years in Customer Service, BPO, iGaming, or related industry.
• Quality Analyst experience in iGaming or BPO preferred.
• Strong knowledge of customer service standards and QA processes.
• Experience handling iGaming player support, payments, accounts, and promotions is an advantage.

Responsibilities

• Monitor and evaluate customer interactions across live chat, email, phone, and other channels.
• Conduct QA audits using scorecards and performance standards.
• Ensure CSRs provide accurate information on player accounts, deposits, withdrawals, bonuses, promotions, games, and concerns.
• Check compliance with policies, procedures, and responsible gaming requirements.
• Identify errors, gaps, and recurring issues affecting satisfaction or operations.
• Provide constructive feedback and coaching to CSRs and Team Leaders.
• Calibrate QA with relevant teams to maintain standards.
• Prepare daily, weekly, and monthly QA reports and performance summaries.
• Escalate critical issues to appropriate departments.
• Coordinate with Operations, Training, Compliance, Payments, Risk/Fraud, and others as needed.

Skills

Quality Assurance

Attention to detail

Analytical thinking

Customer service knowledge

iGaming operations knowledge

Communication skills

Coaching & feedback

Problem solving

Data analysis & reporting

Teamwork & accountability

Education

Bachelor’s degree in Business, Communications, Management, or related field

Tools

Microsoft Office

Google Workspace

Job description

Agile Consulting & Services Inc. is seeking a Customer Service Quality Analyst – iGaming to monitor and improve the quality of customer service interactions across multiple channels from Taguig.

The role ensures CSRs follow policies, standards, and iGaming procedures while delivering accurate and professional support to players. The ideal candidate will have 2–3 years in Customer Service or BPO, with strong QA experience in iGaming, excellent communication, and analytical skills.