Company Description

At RISK, we are the mavericks of the gaming and wagering industry, where taking bold chances is our core philosophy. In an arena where digital entertainment and betting merge, we’re the trailblazers venturing into the unexplored.

Our mission is to forge ahead with pioneering solutions that challenge the status quo. Our vision? To outpace the competition in seizing new markets and to perfect the art of swift and effective establishment in the international gaming sector.

Job Description

We are seeking a Lead of Quality Control and Training. In this role, you will be responsible for overseeing our quality control processes and developing comprehensive training programs to ensure the highest standards of excellence across the project:

• Development and implementation of a training system architecture for customer support operators;
• Coordination and supervision of the customer service quality monitoring process, analysis of evaluation results, and preparation of service quality reports;
• Development and implementation of quality standards and initiatives to improve KPI performance and overall service quality;
• Conducting training needs analysis based on KPIs and quality assessment results;
• Creation of training materials and delivery of training sessions;
• Analysis of training outcomes and providing feedback to customer support operators;
• Development and implementation of a long-term strategy for improving service quality and personnel development;
• Development, implementation, and regular updates of customer service standards;
• Coordination with other departments to ensure a comprehensive approach to service quality improvement;
• Collection, analysis, and application of customer feedback to enhance service quality;
• Coordination of customer experience research efforts, preparation of reports, and development of recommendations for process optimization;
• Creation and maintenance of a knowledge base, scripts, and other materials necessary for operators’ work;
• Analysis of training and service quality results, preparation of detailed reports for management;
• Monitoring new trends in customer service and staff training, implementing best practices;
• Supporting operator motivation through recognition of achievements and providing career growth opportunities;
• Leading projects aimed at improving service quality and personnel development;
• Organization and coordination of the Training and Quality Control Department’s work (KPIs, operational issues, reporting).

Qualifications

• Minimum 3 years of experience in quality control, with at least 1 year in a leadership role;
• The iGaming experience is a must;
• Proven track record in developing and implementing effective training programs;
• Strong knowledge of quality control methodologies and best practices;
• Excellent analytical and problem-solving skills;
• Outstanding leadership and team management abilities;
• Exceptional communication and presentation skills;
• Proficiency in data analysis and reporting;
• Experience with quality management software and tools;
• In-depth understanding of industry-specific quality standards and regulations;
• Ability to work in a fast-paced, dynamic environment;
• B2 English as a minimum.

Additional Information & Benefits

We offer:

• Global Flexibility: Embrace the freedom to work from anywhere in the world, with remote work options that let you craft the perfect work-life balance;
• Vacation: 20 working days;
• Paid sick leave;
• Learning Coverage;
• Team Building programs;
• Mental Health Programs;
• Sport coverage;
• Medical insurance, dental coverage and much more.