Customer Support Quality Specialist
RISK inc: An International iGaming Company Pushing the Boundaries of Entertainment
Who We Are: An international iGaming company specializing in identifying and fostering the growth of high-potential entertainment markets. With 1000+ professionals in 20+ locations, we operate in 10 countries, serving over 300,000 customers.
Always Pushing the Boundaries? You Already Belong at RISK!
Our global-scale operations are based on strong internal expertise, analytics, and data research. We have expertise in iGaming operations (sports betting, online casino), digital and affiliate marketing, tech solutions, and data analytics.
We're looking for a Quality Specialist to join our Customer Support team and help build a quality assurance system that actually improves service.
If you genuinely enjoy monitoring, can defend your evaluations with solid reasoning, and care about doing the work well even when it's not the easy path - we'd like to talk.
Why this role: This isn't a role where you follow a fixed checklist - you'll have real ownership over how quality is measured and how training is built. Your input directly shapes how agents are evaluated and developed, and your feedback on recurring customer issues feeds back into product and process decisions. If you're someone who naturally looks for what could work better and likes building things from scratch, there's a lot of room here to do that.
Responsibilities:
- Conduct regular quality monitoring, analyze results, provide structured feedback, and track improvements.
- Support agent onboarding by developing training materials, assessments, and delivering training sessions.
- Conduct knowledge assessments, identify gaps, and organize targeted training.
- Maintain and improve the knowledge base, response macros, scoring guidelines, assessments, and AI prompts.
- Analyze customer complaints, repeat contacts, and monitoring results to identify systemic issues and improvement opportunities.
- Develop and implement solutions together with relevant teams and measure their impact.
- Track key support quality metrics and prepare regular reports.
What matters to us:
- 1+ year of experience in iGaming within Customer Support Quality, Training, VIP/Customer Experience, or Support Operations.
- Practical experience in quality monitoring, onboarding, knowledge management, or support process improvement.
- Fluent Ukrainian and English at B1 level or higher.
- Strong analytical mindset and ability to turn identified problems into practical, measurable solutions.
- Understanding of key Customer Support and customer experience metrics.
- Ownership, initiative, and confidence in providing honest, well-reasoned feedback.
- Readiness for regular, detail-oriented quality monitoring alongside training and project tasks.
Nice to have
- Experience building or optimizing QA processes.
- Experience developing knowledge bases, macros, scoring guides, or training materials.
- Experience using AI tools for Customer Support or quality monitoring.
- Experience working across different GEOs.
- Knowledge of Turkish.
Our Benefit Cafeteria is Packed with Goodies:
- Children Allowance
- Mental Health Support
- Sport Activities
- Language Courses
- Automotive Services
- Veterinary Services
- Home Office Setup Assistance
- Dental Services
- Books and Stationery
- Training Compensation
- And yes, even Massage!