Quality Control Manager

At Forward, we connect visionary iGaming companies with the industry’s brightest minds, delivering solutions that go beyond the ordinary. From marketing and R&D to technology, VIP customer experience, and data analytics, we handpick talent that empowers businesses to excel on a global stage. We don’t just fill positions, we build partnerships that elevate careers and drive innovation forward.

The Quality Control Manager is responsible for maintaining high quality standards across the Risk & Anti-Fraud departments. In this role, you will conduct regular case audits, track key performance indicators (KPIs), identify errors and systemic discrepancies, and provide actionable recommendations to optimize operational processes.

Responsibilities

• Quality Assurance & Audits: Perform regular and randomized quality checks on case resolutions, transactions, and suspicious activity evaluations handled by Risk & Anti-Fraud specialists.

• Performance & SLA Monitoring: Monitor adherence to team KPIs, SLAs, internal workflows, and compliance guidelines.

• Error Analysis & Root Cause Identification: Analyze discrepancies, disputed cases, and operational errors to pinpoint systemic issues and underlying patterns.

• Framework & Checklist Optimization: Participate in developing, updating, and refining quality scorecards, evaluation criteria, and review frameworks.

• Reporting & Analytics: Compile and deliver structured quality audit reports highlighting performance trends, accuracy rates, and recurring bottlenecks.

• Feedback & Coaching Support: Provide actionable, objective feedback and report findings to team leads and department heads to support continuous employee development.

• Process Improvement: Formulate and propose targeted recommendations to enhance the efficiency, accuracy, and overall workflow of Risk & Anti-Fraud operations.

Requirements

• Experience: 2+ years of relevant experience in Risk Management, Anti-Fraud, Quality Control (QA/QC), or related analytical fields.

• Domain Knowledge: Solid understanding of risk assessment methodologies, fraud indicators, and transaction monitoring fundamentals.

• Analytical Mindset: Strong analytical and problem-solving skills with high attention to detail and accuracy when evaluating complex cases.

• Metrics & Performance: Proven track record working with operational KPIs, SLAs, and quality metrics.

• Tool Proficiency: Advanced proficiency in Google Sheets / MS Excel for data analysis and reporting.

• Communication: Ability to synthesize complex data into clear, concise reporting and deliver constructive feedback to stakeholders.

• Data Management: Comfortable processing and organizing large volumes of information independently.

Nice to Have

• Direct experience in Quality Control specifically within Risk / Anti-Fraud environments.

• Hands-on experience building or scaling QA frameworks, evaluation scorecards, and audit checklists.

• Familiarity with Business Intelligence (BI) tools (e.g., Tableau, Power BI, Metabase, Looker).

• Experience using dedicated fraud monitoring or transaction monitoring systems.