Head of LnD + Quality Control (Head of Performance)

We are looking for an experienced Head of L&D & Quality Control (Head of Performance) to build, scale, and lead our quality and learning ecosystem across Customer Support and VIP & Sales teams.

In this role, you will take full ownership of quality standards, training frameworks, and performance improvement systems, ensuring exceptional customer experience and continuous team growth. You will work at the intersection of operations, analytics, and people development — turning insights into measurable impact.

If you are passionate about building scalable systems, driving performance through data, and leading high-impact initiatives — we’d love to meet you.

HOW YOU WILL MAKE AN IMPACT

• Establish and continuously improve QC processes across Customer Support and VIP & Sales, ensuring transparency, consistency, and measurable outcomes.
• Select, implement, and own a third-party QC automation tool, including configuration, integrations, documentation, and internal training.
• Ensure statistically valid QC sampling frameworks across teams and individuals.
• Drive calibration across Quality Managers by defining clear evaluation standards and minimizing subjectivity.
• Develop and maintain clear quality guidelines, ensuring all teams understand expectations and standards.
• Leverage QC analytics to identify systemic issues, optimize workflows, and improve customer experience.
• Build continuous feedback loops via workshops and 1:1 sessions to enhance communication quality and compliance.
• Own the full Learning & Development cycle — from onboarding programs to ongoing team upskilling.
• Lead the rollout and evolution of the Learning Management System (LMS), including course design and scalable learning paths.
• Design and implement QC frameworks for B2B clients, adapting processes to different business needs.
• Act as a business owner for the development of an internal QC tool, from requirements definition to delivery and future scaling as a B2B product.

WHAT WILL HELP YOU SUCCEED IN THE ROLE

• 4+ years of experience in QC, Learning & Development, or Performance roles within Customer Support / Sales / iGaming / Tech environments.
• Proven experience in building QC frameworks and training systems from scratch or scaling existing ones.
• Strong analytical mindset with the ability to turn data into actionable insights.
• Experience with QC tools, LMS platforms, and performance tracking systems.
• Experience managing teams (QC, Training, or Performance).
• Strong stakeholder management and cross-functional collaboration skills.
• Ability to structure processes, documentation, and scalable systems.
• Excellent communication skills in English (Upper-Intermediate or higher).
• Experience in B2B environments or building client-facing processes is a strong plus.

WHY YOU’LL LOVE IT HERE:

• Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work!
• Unlimited vacation days and paid sick leave—because your rest matters.
• A competitive compensation that truly reflects your skills and expertise.
• Employee referral bonus and gifts to celebrate your special occasions.
• 50% financial support for learning expenses to supercharge your professional growth!
• A positive atmosphere where you always feel respected and truly belong.
• Inspirational team-building activities that turn colleagues into best friends.
• Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships.
• Co-working space reimbursement to save your nerves from always working from home :)