VIP Quality Control Manager

Career Hub•Capon Bridge, WV

About The Position

RISK inc is an international iGaming company specializing in identifying and fostering the growth of high-potential entertainment markets. With over 1000 professionals in more than 20 locations, they operate in 10 countries, serving over 300,000 customers. The company emphasizes pushing boundaries and operates on strong internal expertise, analytics, and data research, with specializations in iGaming operations (sports betting, online casino), digital and affiliate marketing, tech solutions, and data analytics.

Requirements

Evaluation methodology / building scorecards for assessing dialogue outcomes
Working with recording systems, ticketing, etc.
Knowledge of sportsbook and casino products
Understanding of player economics and bonuses
Knowledge of VIP support processes and procedures

Responsibilities

Hiring VIP department staff in accordance with established quality requirements.
Developing and conducting training and onboarding for VIP Hosts / Agents.
Conducting regular quality control of VIP teams' and employees' performance.
Online monitoring of VIP teams' work in other regions.
Ensuring compliance with communication standards, operational procedures, and VIP service quality.
Identifying systemic errors, violations, and areas for improvement.
Conducting regular assessments of employee qualifications and performance.
Developing and running skill development programs for VIP teams.
Providing individual feedback and recommendations to employees.
Overseeing the implementation of corrective actions based on monitoring results.
Preparing reports on VIP team performance quality and metric trends.
Participating in the development and updating of VIP operations quality standards across all regions.