VIP Gaming Quality Analyst & Service Improvement

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

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.