Quality Analyst (VIP Host)

Q2 HR Solutions; Taguig; On-site; PHP 446,000 - 893,000; Full time

Job summary

Q2 HR Solutions is seeking an experienced Quality Analyst with a background in gaming or iGaming to uphold VIP player service standards. You will evaluate interactions across calls, chats, emails, and in-app messages and translate insights into coaching and improvements.

The role focuses on dashboard development, performance reporting, and ensuring compliance with AML, KYC, and responsible gaming requirements, while supporting VIP Hosts to elevate service quality.

Qualifications

• 2–3 years of experience in quality assurance or quality control, preferably in customer service operations.
• Hands-on experience reviewing customer interactions and conducting quality evaluations.
• Strong dashboard development, reporting, and data analysis skills.
• Excellent written and verbal communication.

Responsibilities

• Review VIP Host interactions across calls, chats, emails, and in-app messages to ensure high-quality service.
• Identify service gaps and provide constructive feedback to improve performance.
• Monitor compliance with AML, KYC, and responsible gaming requirements.
• Develop dashboards and quality reports to track performance and trends.
• Collaborate with Training and Operations teams to raise service standards.
• Ensure VIP player concerns, rewards, and service requests are handled accurately and professionally.

Skills

Quality Assurance

Quality Control

Dashboard development

Reporting

Data analysis

Communication

Job description

About the Role

We're looking for an experienced Quality Analyst with a background in gaming or iGaming to help maintain high service standards for VIP players. In this role, you'll evaluate customer interactions, identify areas for improvement, and use performance insights to help VIP Hosts deliver better service while meeting company and regulatory standards.

What You'll Do

• Review VIP Host interactions across calls, chats, emails, and in-app messages to ensure consistent, high-quality service.
• Identify service gaps, provide constructive feedback, and help VIP Hosts improve their performance.
• Monitor compliance with company policies, AML, KYC, and responsible gaming requirements.
• Develop dashboards and quality reports to track performance, identify trends, and recommend improvements.
• Work with Training and Operations teams to strengthen service standards and improve player satisfaction.
• Help ensure VIP player concerns, rewards, and service requests are handled accurately and professionally.

What We're Looking For

• Gaming or iGaming industry experience is required.
• At least 2-3 years of experience in Quality Assurance or Quality Control, preferably in customer service operations.
• Hands-on experience reviewing customer interactions, conducting quality evaluations, and identifying service improvements.
• Strong skills in dashboard development, reporting, and data analysis.
• Experience providing quality feedback and supporting coaching initiatives.
• Excellent written and verbal communication skills.

Nice to Have

• Experience supporting VIP players, VIP Hosts, or player retention teams.
• Familiarity with AML, KYC, and responsible gaming practices.
• Experience tracking CSAT, NPS, quality scores, and other service performance metrics.

What We Offer

• An opportunity to specialize in VIP service quality within the gaming industry.
• A role involving quality analysis, performance reporting, coaching, and service improvement.