Quality Control Specialist

About the role

We are seeking a detail‑oriented Quality Assurance Specialist to monitor and enhance the quality of our customer support team. This role is critical in maintaining exceptional service standards, ensuring compliance with iGaming regulations, and monitoring the performance of both agents and shift leaders.

Key responsibilities

• Monitor and evaluate customer interactions across chat, email, tickets and Slack, using AI tools and established scoring criteria.
• Review Zendesk reports, analyse support metrics and identify trends for continuous improvement.
• Ensure all interactions comply with responsible gaming, AML and licensing requirements.
• Track KPIs for agents and shift leaders, conduct calibration sessions and provide detailed feedback.
• Prepare weekly and monthly quality reports for management and the CEO, offering actionable insights.

Required profile

• Minimum 2 years of Quality Assurance experience in a customer support or contact‑centre environment.
• Fluent in English (written and spoken).
• Strong knowledge of iGaming regulations, responsible gaming policies and compliance requirements.
• Proven ability to analyse data and generate meaningful insights.
• Excellent attention to detail and analytical thinking.

Required skills

• Zendesk or a similar customer support platform.
• AI‑powered quality assessment tools.

What we offer

• 18 non‑service delivery days per year.
• Competitive salary.
• Birthday presents from the company.
• Partial reimbursement for English and Greek language classes after three months of service.