--- title: Quality Control Specialist at HiGaming description: Project 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 standard --- # Quality Control Specialist **Company:** HiGaming **Location:** Tbilisi, Georgia **Posted:** 2026-10-02 **Apply by:** 2026-11-16 [Apply / View original posting](https://www.linkedin.com/jobs/view/4474759485) ## Job description Project 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: Quality Monitoring & Assurance: Monitor and evaluate customer interactions across multiple channels (chat, email, tickets, Slack communications) Conduct regular quality assessments of different language-speaking agents using AI tools and established scoring criteria Review Zendesk reports and analyze support metrics to identify trends and areas for improvement Ensure all customer interactions comply with responsible gaming policies, AML regulations, and licensing requirements Maintain quality assurance documentation and provide detailed feedback reports Performance Monitoring: Monitor and evaluate shift leaders' performance including team productivity, schedule adherence, escalation handling, and team management effectiveness Track KPIs for both agents and shift leaders, identifying performance gaps and improvement opportunities Conduct calibration sessions to ensure consistency in quality evaluations Reporting & Analysis: Prepare comprehensive weekly and monthly quality reports for management and CEO Provide actionable insights based on quality data and customer interaction analysis Identify systematic issues and recommend process improvements Coaching & Feedback: Deliver constructive feedback to agents and shift leaders through one-on-one coaching sessions Collaborate with the training team to address skill gaps and development needs Participate in performance review processes 📌Requirements: Minimum 2 years of experience in Quality Assurance within a customer support or contact centre environment Fluent in English (written and spoken) Strong knowledge of iGaming industry regulations, responsible gaming policies, and compliance requirements Experience with Zendesk or similar customer support platforms Proven ability to analyze data and generate meaningful insights Excellent attention to detail and analytical thinking 📌Preferred Qualifications: Previous experience in the iGaming or gambling industry Experience monitoring multilingual support teams Familiarity with quality frameworks and scoring methodologies Strong communication and coaching skills 📌Key Competencies: Objective and fair evaluation capabilities Strong written and verbal communication Critical thinking and problem-solving Time management and organizational skills Ability to work independently in a remote environment Diplomatic approach to delivering feedback 📌 Benefits: 18 non-service delivery days per year; Competitive salary Birthday presents from the company; Compensation for English and Greek language classes (partially paid by the Company after 3 months of service) --- 🔔 [Monitor similar jobs on Gurify](https://gurify.com/?utm_source=techgeo&utm_medium=jobboard&utm_campaign=monitor_similar&role=Quality+Control+Specialist) — get alerted when matching roles are posted in Georgia. ```json {"@context":"https://schema.org/","@type":"JobPosting","title":"Quality Control Specialist","description":"

Project 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: Quality Monitoring & Assurance: Monitor and evaluate customer interactions across multiple channels (chat, email, tickets, Slack communications) Conduct regular quality assessments of different language-speaking agents using AI tools and established scoring criteria Review Zendesk reports and analyze support metrics to identify trends and areas for improvement Ensure all customer interactions comply with responsible gaming policies, AML regulations, and licensing requirements Maintain quality assurance documentation and provide detailed feedback reports Performance Monitoring: Monitor and evaluate shift leaders' performance including team productivity, schedule adherence, escalation handling, and team management effectiveness Track KPIs for both agents and shift leaders, identifying performance gaps and improvement opportunities Conduct calibration sessions to ensure consistency in quality evaluations Reporting & Analysis: Prepare comprehensive weekly and monthly quality reports for management and CEO Provide actionable insights based on quality data and customer interaction analysis Identify systematic issues and recommend process improvements Coaching & Feedback: Deliver constructive feedback to agents and shift leaders through one-on-one coaching sessions Collaborate with the training team to address skill gaps and development needs Participate in performance review processes 📌Requirements: Minimum 2 years of experience in Quality Assurance within a customer support or contact centre environment Fluent in English (written and spoken) Strong knowledge of iGaming industry regulations, responsible gaming policies, and compliance requirements Experience with Zendesk or similar customer support platforms Proven ability to analyze data and generate meaningful insights Excellent attention to detail and analytical thinking 📌Preferred Qualifications: Previous experience in the iGaming or gambling industry Experience monitoring multilingual support teams Familiarity with quality frameworks and scoring methodologies Strong communication and coaching skills 📌Key Competencies: Objective and fair evaluation capabilities Strong written and verbal communication Critical thinking and problem-solving Time management and organizational skills Ability to work independently in a remote environment Diplomatic approach to delivering feedback 📌 Benefits: 18 non-service delivery days per year; Competitive salary Birthday presents from the company; Compensation for English and Greek language classes (partially paid by the Company after 3 months of service)

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