Quality Control Manager (Spanish desk)

BigD is seeking a talented QC Manager (Quality Control Manager) to join our dynamic team. BigD is an iGaming operator (top brand). But that’s not all — we also have a thriving Affiliate Program, a handy Payment solution, and an AI user acquisition solution. We are a big family of over 500+ creative minds.
 

Responsibilities:

• Onboarding and training of new Client Service team members
• Development of training programs for the Client Service department
• Participation in the development of metrics, KPI systems, and evaluation matrices tailored to communication channels/types (phone, chat, email, feedback forms)
• Evaluation and monthly monitoring of consultation quality and overall performance across all communication channels for all team members (in collaboration with Supervisors)
• Writing and implementing scripts for communication processes
• Collaboration with Client Service management (Supervisors, Head of Department)
  Preparation of reports, analytics, and performance indicators for the Client Service department
• Other tasks as needed
   

Candidate Profile:
Minimum 2 years of experience as a QC Manager or Supervisor in Support teams
Strong aptitude for training and mentoring newcomers
Open and empathetic personality, but with a strong internal core (able to resist manipulation or pressure from agents during evaluation processes)
Punctual, responsible, and detail-oriented, with the ability to work autonomously when given clear objectives
Strong analytical thinking
Ability to work with large volumes of information
Spanish language: Fluent/Native speaker preferred
English language: Upper-Intermediate to Advanced level (B2–C1) preferred
Preferred location: Chile or countries with similar time zones (e.g., Peru, Ecuador, Argentina) — the candidate must be available to conduct regular feedback sessions during those time zones
Willingness to occasionally provide feedback outside their own working hours (e.g., before 08:00 or after 18:00), due to night and late shifts
Experience in the iGaming industry is highly desirable and will be considered a strong advantage

Conditions:
 

Work schedule: preferably 4/2 rotational shifts (aligned with Support team schedule); however, a standard 5/2 schedule (Mon–Fri) is also possible — 8-hour workdays (e.g., 08:00–16:00, 09:00–17:00, or 10:00–18:00)
KPI bonuses
 

Working conditions:
• Direct communication with the core TEAM
• 28 calendar days of vacation
• Paid sick leave
• Sports compensation
• Compensation for courses and training
• Day off for birthday
• Flexible work schedule
• Regular salary reviews
• Salary paid at a favorable rate
• Non-toxic work environment, free of bureaucracy
• Stable salary payment

Join a fast-growing team at the forefront of the iGaming industry, where your expertise will directly contribute to the company's growth and success.