Quality Control Specialist

Stay Group is an innovative Marketing Сompany with a mission to help businesses acquire their target customers and create top-tier solutions in the iGaming and entertainment industry. Currently, we are in search of our perfect Quality Control Specialist, who will join our team to achieve better results together.

Requirements:

• Experience: 1+ year in Customer Support QC/QA, or 2+ years as a Customer Support Agent in iGaming, fintech, or similar high-compliance industries.
• Experience in live chat, email, or ticket support.

Knowledge & Skills:

• Strong understanding of customer communication standards and quality metrics (CSAT, FCR, etc.).
• Familiarity with KYC/AML, Responsible Gaming, bonus policies, and fraud prevention in the iGaming industry.
• Ability to analyze chat transcripts, identify compliance gaps, and provide constructive feedback.
• Skilled in preparing reports, workflows, and training materials.
• Excellent communication and presentation skills.

Tools:

• Solid knowledge of support platforms (Zendesk, LiveChat, Intercom, or similar).
• Basic proficiency with Google Sheets, Notion, or Confluence for reporting and documentation.

Other:

• Detail-oriented and analytical mindset.
• Ability to work independently and in collaboration with Supervisors and Team Leads.
• Positive attitude towards gambling and understanding of industry specifics.
• Strong English (Upper-Intermediate or higher); other languages will be a plus.

Responsibilities:

• Regularly review and evaluate customer support chats, ensuring required sample coverage (% of chats reviewed).
• Identify quality gaps, provide structured feedback to agents, and track improvements over time.
• Conduct onboarding sessions for new agents in collaboration with Supervisors.
• Organize and lead training sessions focused on enhancing communication quality and customer experience.
• Develop and update workflows, guidelines, and tests (after Supervisor/Team Lead approval).
• Monitor agent compliance with responsible gaming, KYC/AML, bonus, and data protection standards.
• Ensure agents adhere to industry regulations and internal guidelines related to payments, withdrawals, and fraud prevention.
• Report recurring issues, compliance risks, and knowledge gaps to Supervisors and relevant departments.
• Facilitate team meetings and knowledge-sharing sessions.
• Contribute to continuous improvement by suggesting updates to macros, knowledge base, and internal workflows.
• Collaborate closely with Supervisors, Team Leads, and other stakeholders to ensure service quality excellence.

Benefits:

• Freedom to choose where to work: work from anywhere in the world with the freedom of remote options, or join our dynamic office in Kyiv for an inspiring in-person experience.
• Flexibility: enjoy flexible working hours that let you balance your personal and professional life while staying focused on delivering great results.
• Corporate English speaking club: improve your English proficiency with regular practice and expert guidance.
• A Culture That Cares: thrive in a friendly environment where a strong corporate culture builds connections, drives innovation, and makes you feel truly valued.
• Comfort Fuels Success: experience comfortable conditions that inspire productivity and foster professional growth, giving you the tools and space to excel.
• Accelerate Your Growth: seize career advancement opportunities in a rapidly expanding marketing company. As the company scales, so will your professional journey.