Monitor the quality of agent-player communication (chats, emails)

Conduct QA reviews and provide detailed feedback to agents

Train and onboard new Customer Support agents

Develop and update support procedures and training materials

Prepare regular reports on agent performance and QA activities

Participate in process optimization and expansion of the QA function

1.5+ years of experience in roles such as CS QA & Training Manager / VIP QA & Training Manager / CS Shift Lead (experience in iGaming (tier 1–2) is a strong advantage)

Experience in QA reviews of chats and emails, agent training and onboarding

Experience with LiveChat, HelpDesk, or similar systems

Strong reporting and documentation skills

Russian and English (B2+)

High attention to detail, strong sense of responsibility, and self-organization

Remote work format

Competitive salary with possible bonuses and performance rewards

Fast career growth and professional development

Additional benefits are provided according to the company’s internal policies