Digiplus Online Operations

Job Summary
The VIP Quality Assurance (VIP QA) is responsible for monitoring and evaluating the quality of service provided by the VIP Host team to ensure compliance with company standards, regulatory requirements, and customer experience expectations. This role identifies performance gaps, provides actionable feedback, analyzes quality trends, and partners with VIP Team Leaders to improve service quality, player retention, and operational excellence.
Key Responsibilities
<ul>
<li>Monitor and evaluate VIP Host interactions across all communication channels (chat, calls, email, SMS, Telegram, WhatsApp, WeChat, etc.).</li>
<li>Conduct quality audits based on established QA scorecards, SOPs, and VIP service standards.</li>
<li>Ensure VIP Hosts comply with responsible gaming policies, compliance requirements, data privacy regulations, and internal procedures.</li>
<li>Identify coaching opportunities and provide detailed QA feedback to Team Leaders and VIP Hosts.</li>
<li>Track QA performance metrics including:</li>
<li>Quality Score (QA)</li>
<li>First Response Time (FRT)</li>
<li>Resolution Quality</li>
<li>Customer Satisfaction (CSAT)</li>
<li>Compliance Accuracy</li>
<li>Escalation Handling</li>
<li>Analyze recurring quality issues, identify root causes, and recommend process improvements.</li>
<li>Prepare weekly and monthly QA reports with trend analysis and actionable insights.</li>
<li>Partner with Operations, Training, Product, CRM, and VIP Team Leaders to improve service quality.</li>
<li>Participate in calibration sessions to ensure consistent quality scoring across evaluators.</li>
<li>Assist in developing QA scorecards, SOPs, scripts, and quality guidelines.</li>
<li>Monitor promotional communications to ensure accuracy and consistency before deployment.</li>
<li>Support onboarding and refresher training by sharing quality findings and best practices.</li>
<li>Conduct post-incident reviews and quality investigations for customer complaints or escalations.</li>
<li>Continuously recommend initiatives that improve VIP customer experience, retention, and operational efficiency.</li>
</ul>
Requirements
<ul>
<li>Bachelor's degree in Business Administration, Marketing, Communications, Hospitality, or any related field.</li>
<li>Minimum 2 years of Quality Assurance experience in the online gaming, online casino, sportsbook, iGaming, fintech, or BPO industry.</li>
<li>At least 1 year of experience evaluating customer service quality or VIP operations.</li>
<li>Strong understanding of VIP customer service standards, player lifecycle, customer retention, and engagement.</li>
<li>Experience using CRM systems, ticketing platforms, or customer support tools.</li>
<li>Excellent analytical skills with experience interpreting QA trends and operational data.</li>
<li>Advanced proficiency in Microsoft Excel, Google Sheets, and dashboard/report creation.</li>
<li>Strong written and verbal communication skills in English.</li>
<li>Excellent coaching, documentation, and stakeholder management skills.</li>
<li>High attention to detail with the ability to identify compliance and service quality issues.</li>
<li>Willing to work rotating shifts, weekends, and holidays.</li>
</ul>
Preferred Qualifications
<ul>
<li>Experience in online casino, sportsbook, or iGaming VIP Operations.</li>
<li>Knowledge of Responsible Gaming (RG) policies and AML/KYC procedures.</li>
<li>Experience using Zendesk, Salesforce, Freshdesk, Intercom, HubSpot, or similar CRM platforms.</li>
<li>Familiarity with QA platforms and reporting tools such as Power BI, Tableau, or Looker Studio.</li>
<li>Experience conducting calibration sessions and quality improvement initiatives.</li>
</ul>
Work Location: In person

VIP Host QA

VIP Host QA

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