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).

Requirements

• 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.

Benefits

• Remote work opportunity.
• Flexible working schedule.
• Interesting product.
• Learning opportunities.
• Career growth prospects.