QA Senior Specialist

You’ll support the improvement of customer support quality, focusing on process integrity, communication, regulatory compliance, and coaching effectiveness. Quality monitoring & Compliance Evaluate and score customer interactions across chat, phone, and other channels against quality and compliance standards. Ensure support interactions comply with internal policies and applicable gambling regulations. Proactively identify risk-related issues and escalate when necessary. Coaching & development Provide constructive feedback and coaching to customer support Team Leaders to improve performance and quality. Partner with Team Leaders to identify training needs and support continuous development. Help define best practices for communication and service excellence. Quality processes & analytics Analyze QA data and support KPIs, extracting insights and trends. Generate regular reports and present actionable insights to stakeholders. Automation & tools Drive QA execution through designated tools and propose opportunities for automation to reduce manual effort. Maintain QA dashboards, scoring systems, and documentation in alignment with team objectives.

• Evaluate and score customer interactions across chat, phone, and other channels against quality and compliance standards.
• Ensure support interactions comply with internal policies and applicable gambling regulations.
• Proactively identify risk-related issues and escalate when necessary.
• Provide constructive feedback and coaching to customer support Team Leaders to improve performance and quality.
• Partner with Team Leaders to identify training needs and support continuous development.
• Help define best practices for communication and service excellence.
• Analyze QA data and support KPIs, extracting insights and trends.
• Generate regular reports and present actionable insights to stakeholders.
• Drive QA execution through designated tools and propose opportunities for automation to reduce manual effort.
• Maintain QA dashboards, scoring systems, and documentation in alignment with team objectives.

• 5+ years in customer operations / 3+ years quality assurance, preferably in iGaming, regulated financial services, or tech-enabled customer operations.
• Demonstrated experience with QA evaluation frameworks, coaching, analytics, and compliance monitoring.
• Depth of QA expertise in customer operations with measurable impact on support performance.
• Strong analytical skills with the ability to interpret performance data and turn it into recommendations.
• Excellent communication & interpersonal skills for feedback and collaboration.
• Familiarity with QA tools, CRM systems, and reporting tools.
• Ability to independently drive processes and own quality results.
• Strong judgment in coaching, escalation handling, and compliance interpretation.
• Fluent Greek & English, both written and spoken.