VIP Quality & Service 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

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.