VIP QA Team Lead

Описание вакансии

Growe welcomes those who are excited to:

• 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.

We need your professional experience:

• 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.

We appreciate if you have those personal features:

• 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.

We are seeking those who align with our 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.