VIP QA Team Lead

Growe is a company operating in the iGaming and sports betting industry, focused on delivering high-quality customer experiences across gaming platforms. The VIP QA Team Lead manages a quality assurance team responsible for evaluating customer support interactions, ensuring compliance with industry standards, coaching QA specialists, and improving quality evaluation processes across customer communication channels.

Growe is seeking a VIP QA Team Lead to manage and guide a quality assurance team responsible for evaluating customer support interactions across calls, chats, and emails. This role focuses on maintaining high service standards while ensuring that all communications comply with industry regulations within the gambling and iGaming sector. The successful candidate will oversee QA processes, coach team members, and drive improvements in evaluation frameworks and reporting practices.

Responsibilities:
- Manage and mentor a QA team responsible for evaluating customer support interactions
- Ensure all customer communications meet quality standards and comply with industry regulations
- Provide coaching, training, and constructive feedback to QA specialists
- Develop and refine QA scorecards and evaluation frameworks
- Monitor team performance metrics and prepare quality reports for stakeholders
- Identify quality improvement opportunities and implement process enhancements

Requirements:
- Minimum of 6 months experience in a leadership role such as Team Lead, Supervisor, or Manager
- Experience in quality assurance for customer service interactions including calls, chats, and emails
- Strong analytical skills with high attention to detail in QA evaluations
- Experience coaching team members and conducting performance reviews
- Proficiency with Google Sheets and basic reporting functions
- Ability to work independently and manage operational responsibilities effectively

Benefits:
- Opportunity to lead a quality assurance team in the fast-growing iGaming industry
- Collaborative and supportive team culture
- Professional development through coaching and leadership experience
- Exposure to customer experience and compliance operations

This role provides the opportunity to strengthen customer support quality standards while leading a team dedicated to delivering excellent service experiences.