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Neo Group

Quality Control Specialist

Neo Group

Quality Control Specialist monitoring communication quality for VIP customer support in iGaming. Collaborating with teams to ensure high service standards and compliance.

Posted 6/24/2026full-timeRemote • 🇰🇿 KazakhstanJuniorWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
quality assurancecustomer supportservice quality metricsCSATSLANPSCRM systems
Soft Skills
attention to detailcommunication assessmentconstructive feedbackcollaborationdynamic environment adaptability
Tools & Technologies
Google Workspacereporting systemsmonitoring systems
Industry Keywords
iGamingVIP clientscustomer experiencecoachingmentoring

About the role

Key responsibilities & impact
  • - Monitor and evaluate the quality of communication between managers and players (email, messengers, phone).
  • - Ensure compliance of communication with established standards and regulations.
  • - Prepare detailed reports on evaluations and identified issues.
  • - Provide constructive feedback to VIP Managers and Support teams.
  • - Participate in the development and updating of QA evaluation forms and procedures.
  • - Collaborate with training and operations teams to improve service processes.
  • - Support a high standard of customer experience across VIP segments (Super VIP, Pre-VIP, Loyalty).

Requirements

What you’ll need
  • - Minimum of 1 year of experience in quality assurance or customer support, preferably in iGaming.
  • - Knowledge of service quality metrics (CSAT, SLA, NPS) and basic practical experience applying them.
  • - Ability to assess communication objectively and consistently.
  • - Strong attention to detail and high standards for customer experience.
  • - Confident user of Google Workspace and reporting/monitoring systems.
  • - Basic understanding of CRM systems.
  • - Fluent in Russian/English (mandatory).
  • - Ability to work in a dynamic environment with shifting priorities.
  • Nice to Have:
  • - Experience working with VIP clients (casino, betting, or high-net-worth customers).
  • - Background in coaching or mentoring.
  • - Knowledge of additional languages.

Benefits

Comp & perks
  • - Remote work opportunity.
  • - Flexible working schedule.
  • - Interesting product.
  • - Learning opportunities.
  • - Career growth prospects.