Customer Service Quality Control Manager

WHO WE ARE 💫

Hi, we’re BetCare.

We are an outsourcing company specializing in multilingual customer support services within the iGaming industry. We provide comprehensive customer care solutions with a strong focus on sales performance, player conversion, and customer reactivation strategies.

Our clients are primarily based in Europe, Canada, and Australia, and we operate in licensed markets globally.

Our team’s core strengths are Positive Language, Care, and Sales. We approach every customer interaction with the goal of delivering an excellent service experience while naturally creating opportunities for sales.

WHO WE ARE LOOKING FOR 😎

We are seeking a Customer Quality Control Manager with at least an Upper-Intermediate level of English proficiency and a minimum of 1 year of proven experience in a similar role.

In this position, you will ensure that customer support services consistently meet established SLAs and exceed industry service standards by proactively monitoring, evaluating, and continuously improving daily chat and email support interactions.

MAIN RESPONSIBILITIES 🦾

• Monitor and analyze key customer support metrics for individual agents and the department (e.g., response time, CSAT).
• Conduct monthly random ticket reviews to assess service quality and compliance.
• Hold regular quality control sessions, providing structured feedback based on review results and upon request.
• Address brand-related feedback promptly, ensure proper case assignment to responsible agents, and implement clear action plans to prevent recurrence.

• Maintain and continuously improve the internal knowledge base in collaboration with the Project Coordinator and Team Leader.

   

A FEW MUSTS ❗

• At least 1 year of proven experience in a comparable position within a Quality Control department.
• Fluency in written and spoken English (English is the official working language).
• Experience in the iGaming industry and a desire to expand your technical knowledge.
• Experience working with HelpDesk software.
• A strong understanding of Customer Service Quality Control principles.

• Understanding of cryptocurrency and general banking operations.

   

WHAT WE OFFER 💎

• Fully remote work. If you are based in Lviv, you also have the option to work from our pet-friendly office 🐶.
• A comprehensive onboarding program to ensure smooth integration into projects and adoption of best practices (fully paid upon successful completion).
• Paid time off, including vacation, recreation days, birthday leave, and sick leave.
• Career growth and development opportunities.

• Company gifts and perks.
   

  Can you relate to this? If your answer is "Hell Yes", apply here!