VIP Quality Control Manager
G
Gypsy CollectiveGambling and Betting
Poland. Ukraine. SpainFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English, Ukrainian
- Required Skills
- Communication SkillsAnalytical SkillsCoachingQuality Assurance
Requirements
- Experience working with VIP clients in gambling, betting, luxury, or similar high-end service industries
- Strong understanding of premium customer service and personalized communication approaches
- Ability to provide constructive, actionable, and well-structured feedback
- Experience building onboarding, training, quality control, or team development processes
- Excellent communication and interpersonal skills with high attention to detail
- Strong analytical mindset and ability to identify communication gaps and improvement opportunities
- Ability to work independently and maintain high quality standards in a fast-paced environment
- English level: B2+ (required)
- Fluent in Ukrainian
Responsibilities
- Monitoring VIP Managersā communication across all customer interaction channels and evaluating service quality
- Providing detailed and constructive feedback to improve communication style, tone of voice, and customer approach
- Developing and implementing onboarding plans for new VIP Managers to ensure smooth adaptation and service consistency
- Creating guides, communication standards, and best practices for working with VIP clients
- Analyzing weak points in customer communication and suggesting practical improvements and solutions
- Working closely with the VIP team through regular 1:1 sessions, coaching, and continuous support to improve service quality
- Participating in the development of VIP customer experience strategy and contributing ideas for service enhancement
- Ensuring that communication standards align with the companyās premium service expectations and business goals
- Tracking communication quality trends and identifying opportunities for process optimization and team development
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