Quality Control (QC) Manager

We are looking for a detail-oriented Quality Control (QC) Manager to help maintain and improve communication quality within our Call Center team. You will review outbound calls, identify areas for improvement, ensure compliance with internal standards, and provide actionable feedback to support agent development and overall team performance.
 

HOW YOU WILL MAKE AN IMPACT:

• Review and evaluate calls based on approved quality scorecards.
• Monitor compliance with scripts, communication standards, objection handling techniques, and internal procedures.
• Assess both communication quality and adherence to internal processes.
• Identify recurring mistakes, quality gaps, and training opportunities.
• Provide clear, structured, and constructive feedback to agents and Team Leads.
• Prepare quality reports with key findings, trends, and recommendations.
• Monitor improvements after feedback and coaching sessions.
• Participate in calibration sessions with Team Leads and Managers to ensure alignment on quality standards.
• Update quality scorecards, evaluation forms, checklists, and internal guidelines when needed.
• Support onboarding and calibration activities for new team members.
• Escalate critical communication issues, risky customer interactions, and process violations.
   

WHAT WILL HELP YOU SUCCEED IN THE ROLE:

• Previous experience in iGaming, Fintech, Sales, Retention, Customer Support, or Outbound Call Center environments.
• Strong attention to detail and ability to identify mistakes and inconsistencies.
• Ability to identify issues not only in communication but also in process execution.
• Strong analytical skills with the ability to identify patterns, trends, and recurring issues.
• Ability to provide clear, structured, and constructive feedback.
• Strong written communication skills.
• Confident user of Google Sheets / Excel.
• Ability to work independently and take ownership of assigned responsibilities.
• English level: Upper-Intermediate (B2) or higher.
   

WILL BE A PLUS:

• Experience working with sales calls, lead conversion, deposit/payment-related communication, or retention campaigns.
• Experience creating, maintaining, or improving quality scorecards.
• Experience with agent coaching or training.
• Knowledge of German or other additional languages.
   

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 :)