VIP Quality Control Manager

Socket.dev; United States; On-site; USD 60,000 - 100,000; Full time

Benefits offered by this job

Mental Health Support

Sport Activities

Language Courses

Massage

Job summary

RISK inc is seeking to hire senior VIP operations staff to lead recruitment, training, and quality oversight for VIP teams across regions. You will help ensure high service standards and compliance with SOPs while driving performance metrics.

The role focuses on building training programs, monitoring VIP workflow, and implementing process improvements across regions to maximize customer satisfaction and retention in the iGaming sector.

Qualifications

• Experience in evaluating dialogue outcomes and building scorecards.
• Familiarity with call/ticketing and monitoring systems.
• Knowledge of sportsbook and casino products and player economics.

Responsibilities

• Hire VIP department staff per quality standards.
• Develop and conduct VIP host/agent training and onboarding.
• Perform regular quality control of VIP teams and staff performance.

Skills

Evaluation methods

Dialogue analytics

Sportsbook knowledge

Casino product knowledge

VIP processes

Tools

Recording systems

Ticketing systems

Job description

Company Description:

RISK inc: An International iGaming Company Pushing the Boundaries of Entertainment

Who We Are:

An international iGaming company specializing in identifying and fostering the growth of high-potential entertainment markets. With 1000+ professionals in 20+ locations, we operate in 10 countries, serving over 300,000 customers.

Always Pushing the Boundaries? You Already Belong at RISK!

Our global-scale operations are based on strong internal expertise, analytics, and data research. We have expertise in iGaming operations (sports betting, online casino), digital and affiliate marketing, tech solutions, and data analytics.

Responsibilities

• Hiring VIP department staff in accordance with established quality requirements.
• Developing and conducting training and onboarding for VIP Hosts / Agents.
• Conducting regular quality control of VIP teams' and employees' performance.
• Online monitoring of VIP teams' work in other regions.
• Ensuring compliance with communication standards, operational procedures, and VIP service quality.
• Identifying systemic errors, violations, and areas for improvement.
• Conducting regular assessments of employee qualifications and performance.
• Developing and running skill development programs for VIP teams.
• Providing individual feedback and recommendations to employees.
• Overseeing the implementation of corrective actions based on monitoring results.
• Preparing reports on VIP team performance quality and metric trends.
• Participating in the development and updating of VIP operations quality standards across all regions.

Skills/Knowledge

• Evaluation methodology / building scorecards for assessing dialogue outcomes
• Working with recording systems, ticketing, etc.
• Knowledge of sportsbook and casino products
• Understanding of player economics and bonuses
• Knowledge of VIP support processes and procedures

Additional Information

Our Benefit Cafeteria is Packed with Goodies:

• Children Allowance
• Mental Health Support
• Sport Activities
• Language Courses
• Automotive Services
• Veterinary Services
• Home Office Setup Assistance
• Dental Services
• Books and Stationery
• Training Compensation
• And yes, even Massage!

Ready to Take the Leap?

Join a team where every day is an opportunity to take a RISK and come out on top. Follow us on LinkedIn and Instagram, and let us be your hub for turning ambitious ideas and extraordinary solutions into reality.

At RISK, we believe that our people are the driving force behind our success. Together, we can achieve great things and push the boundaries of what's possible in the iGaming industry.