VIP Quality Control Manager

At Forward , we connect visionary iGaming companies with the industry’s brightest minds, delivering solutions that go beyond the ordinary. From marketing and R&D to technology, VIP customer experience, and data analytics, we handpick talent that empowers businesses to excel on a global stage. We don’t just fill positions, we build partnerships that elevate careers and drive innovation forward.

Role Overview We are looking for an experienced VIP Quality Control Manager to develop and manage the quality assurance framework for VIP Customer Support. The role will focus on monitoring customer interactions, improving service standards, analyzing performance data, and identifying opportunities to enhance both customer experience and team performance.

The ideal candidate combines strong analytical skills with a deep understanding of customer experience, quality assurance, and VIP service standards.

Responsibilities

• Develop and implement a comprehensive quality control system for VIP Customer Support.
• Monitor and evaluate customer interactions across chats, calls, tickets, and emails.
• Create and maintain QA models, scorecards, evaluation criteria, and quality standards.
• Define and track KPIs for the VIP Support team and identify performance gaps.
• Prepare detailed quality reports and provide actionable recommendations for improvement.
• Design and deliver training programs for VIP Managers, including communication, soft skills, and handling difficult customers.
• Create and maintain guidelines, playbooks, scripts, and checklists to ensure consistent service quality.
• Collect and analyze feedback from customers and employees.
• Conduct regular calibration sessions with Team Leads and Supervisors to ensure consistent and objective evaluations.
• Audit the knowledge base, macros, scripts, and internal procedures and suggest improvements based on recurring agent errors.
• Collaborate with leadership and cross-functional teams to implement service improvement strategies.
• Contribute to the development and implementation of new VIP service standards.
• Provide personalized development recommendations for employees and participate in performance reviews and PDP (Personal Development Plan) creation.
• Identify systemic issues behind recurring quality problems and recommend process, product, or training improvements.

Requirements

• Turkish and Russian — C1+ level, both written and spoken.
• Proven experience in Quality Control, Quality Assurance, Customer Support, or a similar role, preferably within VIP or premium customer support.
• Strong experience developing QA models, scorecards, quality standards, and evaluation criteria for chats, calls, and emails.
• Solid understanding of Tone of Voice, empathy, response quality, and compliance with procedures.
• Experience with Helpdesk and CRM systems such as Zendesk, Intercom, Help Scout, or Salesforce.
• Good understanding of CSAT, NPS, FCR, CES, and AHT and how service quality impacts these metrics.
• Strong analytical skills and experience working with Excel, Google Sheets, or Power BI.
• Experience conducting quality audits and calibration sessions with Team Leads and Supervisors.
• Ability to identify recurring issues, systemic problems, process gaps, and training needs through data and interaction analysis.
• Experience creating and improving guidelines, playbooks, scripts, macros, checklists, and knowledge bases.
• Strong coaching and feedback skills with the ability to provide objective, actionable recommendations.
• High level of empathy, objectivity, diplomacy, attention to detail, and analytical thinking.
• Ability to collaborate effectively with leadership and cross-functional teams to improve customer experience and service quality.