VIP Quality Control Manager

We're looking for a VIP Quality Control Manager to join our team and help elevate the quality of communication and service provided to our VIP clients. We are looking for a detail-oriented and people-focused specialist who understands premium customer experience, can identify improvement areas, and help the VIP team maintain exceptional communication standards across all channels.

Your daily adventures include:

• Monitoring VIP Managers’ 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 company’s premium service expectations and business goals;
• Tracking communication quality trends and identifying opportunities for process optimization and team development.

Requirements

What makes you a great match:

• 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;

Benefits

• Flexible payment options: choose the method that works best for you.
• Tax assistance included: we handle part of your taxes and provide guidance on the local setup.
• Financial perks: Bonuses for holidays, B-day, work milestones and more - just to show we care.
• Learn & grow: We cover courses and certifications — and offer real opportunities to grow your career with us.
• Benefit Сafeteria: Choose what suits you — sports, language courses, therapy sessions, and more.
• Stay connected: From team-building events to industry conferences — we bring people together online, offline, and on stage.
• Modern Equipment: We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow.
• Your schedule, your rules: Start your day at 9, 10, or even 11 — we care about results, not clock-ins.