VIP Customer Support Quality Control
This role involves assessing the quality of interactions handled by VIP Customer Support Agents and VIP Account Managers. The primary focus is on ensuring high standards of service and identifying opportunities for improvement within the VIP customer experience. The position requires a meticulous approach to evaluating communications and providing constructive feedback to support agent development.
- Analyze Chats/Emails/Calls processed by the VIP Customer Support Agents and VIP Account Managers.
- Be meticulous in identifying mistakes, areas of improvement, as well as underlining positive aspects when checking the Chats/Emails/Calls.
- Provide detailed and structural feedback on the VIP CS/AM Agents' performance.
- Be able to clearly express your point of view to those you evaluate.
- Cooperate with the VIP Trainer to create Performance Improvement Plans for VIP CS/AM Agents.
- Cooperate with the VIP CS and VIP AM teams to be on track with the processes set for VIP CS/VIP AM agents.
- Inform the Management about the cases requiring urgent attention.
- Share your ideas/suggestions on improving the current processes of communication with VIP users.
- Perform the tasks that are sometimes repetitive, yet involve the elements of creativity.
- Upper Intermediate level of English.
- At least 1 year of experience in Customer Support/Account Management departments.
- Experience with the customer communications tools (ideally, Intercom and Unitalk).
- Experience in Gambling/Betting and/or advanced level of sports knowledge would be a plus.
- Experience on a similar role would be a plus.
- Thoroughness, attention to detail.
- Strong communication skills.
- Problem-solving skills.
- Self-organization and proactiveness.
- Health & Wellness Focus.
- Global Medical Coverage.
- Growth Opportunities.
- Benefits Programs (compensation for the gym/stomatology/psychological service & etc.).
- Performance-Driven Rewards.
- Dynamic Work Environment.
Growe is a leading business advisory and services group in iGaming and Entertainment. We are creators of strategies that work and solutions that scale. Combining strategic vision with hands-on expertise, we help businesses navigate the fast-evolving industry, seize new opportunities, enter new markets, and achieve sustainable growth. Our expertise spans across key areas: from business and brand strategy development to market research, marketing solutions, IT customization, organizational structuring, and talent management. We partner with our clients to turn challenges into competitive advantages, ensuring successful market entries and long-term global expansion. We Are Opportunities Unlockers. Our approach is rooted in identifying potential and unlocking opportunities — whether it’s launching new iGaming brands worldwide or giving our team players a once-in-a-lifetime chance to thrive. Grow. Win. Repeat.