Customer Support Quality Assurance & Training Manager

About the role

We are looking for a proactive Customer Support Quality Assurance & Training Manager to ensure high‑quality interactions between agents and players. You will lead QA reviews, coach agents, and continuously improve our support processes.

Key responsibilities

• Monitor the quality of agent‑player communication across chats and emails.
• Conduct QA reviews and deliver detailed feedback to agents.
• Train and onboard new Customer Support agents.
• Develop and update support procedures and training materials.
• Prepare regular performance and QA activity reports.
• Participate in process optimisation and expand the QA function.

Required profile

• At least 1.5 years of experience in CS QA, training, or shift‑lead roles (iGaming experience is a strong advantage).
• Proven experience reviewing chats and emails, and training/onboarding agents.
• Familiarity with LiveChat, HelpDesk, or similar systems.
• Strong reporting and documentation abilities.
• Fluent in Russian and English (minimum B2 level).
• High attention to detail, strong sense of responsibility and self‑organisation.

Required skills

• LiveChat
• HelpDesk

What we offer

• Remote work format.
• Competitive salary with possible bonuses and performance rewards.
• Fast career growth and professional development.
• Additional benefits according to internal policies.