Key Responsibilities
1. Service Quality Monitoring
- Review and assess VIP host communications (chat, calls, emails, in-app messages) for tone, accuracy, compliance, and professionalism.
- Ensure VIP service interactions meet internal SOPs.
- Identify deviations and provide actionable feedback to hosts.
2. Compliance & Risk Control
- Ensure all VIP interactions comply with AML, KYC, and responsible gaming regulations.
- Monitor sensitive cases (high-value transactions, unusual betting behavior, or disputes) for service integrity.
- Escalate non-compliance or high-risk cases to management.
3. Training & Coaching Support
- Provide regular feedback and coaching to VIP hosts to improve service quality.
- Collaborate with the training team to develop learning modules based on QC findings.
- Support onboarding of new hosts with quality benchmarks and best practices.
4. Data & Reporting
- Track and analyze host performance metrics (CSAT, NPS, response time, resolution rate, revenue impact).
- Prepare quality assessment reports for management and improvement.
- Recommend process optimizations to enhance player satisfaction and host efficiency.
5. Cross-Functional Collaboration
- Work with the VIP operations team to ensure reward offers, events, and campaigns are executed with quality.
- Provide feedback loops to product, compliance, and customer service teams based on VIP interactions.
- Align with business strategy to ensure QC supports player growth and retention.
Qualifications & Skills
- 2-3 years of experience in customer service QA/QC, preferably in gaming, iGaming, or hospitality.
- Strong analytical skills with attention to detail.
- Excellent written and verbal communication skills.
