Manager of Service Control Team / VBET

SoftConstruct

- Monitor daily workloads, supervise QM specialists, and mentor team members to foster a positive, high-performance culture - Ensure timely and accurate completion of QM reports; deliver regular performance insights, quality trends, and risk assessments to senior management - Participate in monthly meetings to discuss monthly QM reports for all skins, review the results and make appropriate changes - Keep the team updated on changing gambling regulations, licensing requirements, and information security/data protection standards - Define, monitor, and optimize key quality indicators including accuracy, empathy, professionalism, and response timeliness - Ensure that all quality assurance findings, corrective actions, and improvement plans are documented and stored for future reference - Provide regular reports to higher management about customer support quality, performance metrics, trends, and areas of concern

- Proven background in the iGaming/gambling industry with strong knowledge of licensing and regulatory frameworks - Strong ability to build, track, and interpret customer support metrics and operational data - Exceptional problem-solving skills with a proven track record of managing competing priorities in a fast-paced environment - Ability to create and update knowledge base information - Understanding of cybersecurity protocols to protect user data - Full professional fluency in both English and Russian (written and verbal) with excellent communication skills

Apply here https://peopleforce.softconstruct.com/careers/v/2773-manager-of-service-control-team-vbet Please mention in your application that you have learned about this position from MyJob.am