Quality Control Specialist

As part of our continued growth, Neo Group is recruiting on behalf of one of our local partners , leveraging our network of 1,400 talented professionals across 10+ countries. Together, we are committed to delivering innovative, data-driven solutions that empower our clients and foster professional growth within a dynamic and collaborative workplace. We are on the lookout for a Quality Control Specialist to join our VIP Department . Responsibilities: Monitor and evaluate the quality of communication between managers and players (email, messengers, phone). Ensure compliance of communication with established standards and regulations. Prepare detailed reports on evaluations and identified issues. Provide constructive feedback to VIP Managers and Support teams. Participate in the development and updating of QA evaluation forms and procedures. Collaborate with training and operations teams to improve service processes. Support a high standard of customer experience across VIP segments (Super VIP, Pre-VIP, Loyalty). Minimum of 1 year of experience in quality assurance or customer support, preferably in iGaming. Knowledge of service quality metrics (CSAT, SLA, NPS) and basic practical experience applying them. Ability to assess communication objectively and consistently. Strong attention to detail and high standards for customer experience. Confident user of Google Workspace and reporting/monitoring systems. Basic understanding of CRM systems. Fluent in Russian/English (mandatory). Ability to work in a dynamic environment with shifting priorities. Nice to Have: Experience working with VIP clients (casino, betting, or high-net-worth customers). Background in coaching or mentoring. Knowledge of additional languages. Remote work opportunity. Flexible working schedule. Interesting product. Learning opportunities. Career growth prospects.