VIP Quality Control Manager

Gypsy Collective; Poland; On-site; PLN 180,000 - 260,000; Full time

Benefits offered by this job

Flexible payment options

Tax assistance included

Bonuses for milestones

Courses & certifications covered

Cafeteria benefit selection

Team & industry conferences

Job summary

Gypsy Collective is seeking a VIP Quality Control Manager to elevate communication and service for our VIP clients. You will monitor interactions, provide structured feedback, and develop onboarding and best-practice guides to ensure premium standards.

The role requires experience with VIP clients in luxury or high-end services and strong English (B2+) plus Ukrainian fluency. You will shape the VIP experience and drive continuous improvements.

Qualifications

• Experience working with VIP clients in gambling, betting, luxury, or similar high-end service industries.
• Strong understanding of premium customer service and personalized communication approaches.
• Ability to provide constructive, actionable, and well-structured feedback.
• Experience building onboarding, training, quality control, or team development processes.
• Excellent communication and interpersonal skills with high attention to detail.
• Strong analytical mindset and ability to identify communication gaps and improvement opportunities.
• Ability to work independently and maintain high quality standards in a fast-paced environment.
• English level: B2+ (required);
• Fluent in Ukrainian;

Responsibilities

• Monitoring VIP Managers' communication across all customer interaction channels and evaluating service quality;
• Providing detailed and constructive feedback to improve communication style, tone of voice, and customer approach;
• Developing and implementing onboarding plans for new VIP Managers to ensure smooth adaptation and service consistency;
• Creating guides, communication standards, and best practices for working with VIP clients;
• Analyzing weak points in customer communication and suggesting practical improvements and solutions;
• Working closely with the VIP team through regular 1:1 sessions, coaching, and continuous support to improve service quality;
• Participating in the development of VIP customer experience strategy and contributing ideas for service enhancement;
• Ensuring that communication standards align with the company's premium service expectations and business goals;
• Tracking communication quality trends and identifying opportunities for process optimization and team development

Skills

VIP client handling

Premium service

Feedback skills

Onboarding processes

Attention to detail

Analytical mindset

Independent work

B2+ English

Ukrainian fluent

Job description

We\'re Gypsy Collective. The digital world is evolving faster than ever. New opportunities, new challenges, new ambitious goals. That\'s why strong businesses need strong people.

Gypsy Collective is an exclusive talent partner for selected brands. We help our partners attract exceptional talent by building long-term relationships and becoming deeply integrated into their business, culture, and growth ambitions.

Now we\'re looking a VIP Quality Control Manager to join our team and help elevate the quality of communication and service provided to our VIP clients. We are looking for a detail-oriented and people-focused specialist who understands premium customer experience, can identify improvement areas, and help the VIP team maintain exceptional communication standards across all channels.

Your daily adventures include:

• Monitoring VIP Managers\' communication across all customer interaction channels and evaluating service quality;
• Providing detailed and constructive feedback to improve communication style, tone of voice, and customer approach;
• Developing and implementing onboarding plans for new VIP Managers to ensure smooth adaptation and service consistency;
• Creating guides, communication standards, and best practices for working with VIP clients;
• Analyzing weak points in customer communication and suggesting practical improvements and solutions;
• Working closely with the VIP team through regular 1:1 sessions, coaching, and continuous support to improve service quality;
• Participating in the development of VIP customer experience strategy and contributing ideas for service enhancement;
• Ensuring that communication standards align with the company\'s premium service expectations and business goals;
• Tracking communication quality trends and identifying opportunities for process optimization and team development

Requirements

What makes you a great match:

• Experience working with VIP clients in gambling, betting, luxury, or similar high-end service industries;
• Strong understanding of premium customer service and personalized communication approaches;
• Ability to provide constructive, actionable, and well-structured feedback;
• Experience building onboarding, training, quality control, or team development processes;
• Excellent communication and interpersonal skills with high attention to detail;
• Strong analytical mindset and ability to identify communication gaps and improvement opportunities;
• Ability to work independently and maintain high quality standards in a fast-paced environment;
• English level: B2+ (required);
• Fluent in Ukrainian;

Benefits

• Flexible payment options: choose the method that works best for you
• Tax assistance included: we handle part of your taxes and provide guidance on the local setup
• Financial perks: Bonuses for holidays, B-day, work milestones and more - just to show we care
• Learn & grow: We cover courses and certifications — and offer real opportunities to grow your career with us
• Benefit Сafeteria: Choose what suits you — sports, language courses, therapy sessions, and more
• Stay connected: From team-building events to industry conferences — we bring people together online, offline, and on stage
• Modern Equipment: We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow
• Your schedule, your rules: Start your day at 9, 10, or even 11 — we care about results, not clock-ins

If this role sounds like a good fit for you, we\'d love to hear from you — apply and tell us a bit about yourself.