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Role Description

• Manage and guide a QA team focused on evaluating customer support calls, chats, and emails
• Ensure all customer interactions meet high-quality standards and comply with gambling industry regulations
• Provide regular coaching, training, and constructive feedback to QA specialists
• Develop, calibrate, and improve QA scorecards and evaluation processes
• Track team performance metrics and prepare quality reports for stakeholders

Qualifications

• Minimum of 6 months of proven experience as a Team Lead, Manager, or Supervisor
• Solid background in Quality Assurance for customer service (monitoring calls, chats, emails) or experience working in Customer Support environment
• Previous experience working in the gambling, iGaming, or sports betting industry will be a plus
• Hands-on experience in coaching staff and conducting performance reviews
• Strong analytical mindset with a sharp eye for detail and accuracy in QA evaluations
• Experience working with Google Sheets, ability to build simple reports based on basic/middle level functions

Requirements

• Highly autonomous self-starter who identifies weak spots, generates tasks, and fixes issues without needing micromanagement
• Proactive problem solver who comes to management with ready solutions and ideas, rather than just reporting problems
• Exceptionally reliable and trustworthy, taking full ownership of operations and anticipating blind spots
• High emotional intelligence, capable of delivering sensitive feedback fairly and objectively
• Adaptiveness to changes and ability to work in fast pacing environment

Core Values

• GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals
• DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success
• BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow