VIP Quality Control Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a VIP Quality Control Lead based in Spain.

This role is responsible for establishing and continuously improving quality standards across VIP operations in a fast-paced international iGaming environment.

You will lead the quality control function, building the team, defining methodologies, and ensuring consistent evaluation standards across regions.

The position combines people leadership, quality governance, training, certification, analytics, and process optimization.

You will create the frameworks used to assess VIP interactions and help ensure that top-tier customers receive consistently high-quality service.

Your work will directly influence training effectiveness, operational performance, employee development, and the overall VIP customer experience.

You will collaborate closely with regional leaders and operational teams while using data and quality metrics to identify improvement opportunities.

The role also offers the opportunity to shape automation initiatives and build scalable quality systems for a growing global VIP organization.

Accountabilities

Build and develop the Quality Control Manager team, including workforce planning, regional allocation, workload distribution, recruitment, onboarding, and certification.

Manage quality-control coverage planning by monitoring review volumes, prioritizing reviews according to customer segment value, and coordinating schedules across regions.

Lead regular calibration sessions to measure evaluation consistency, identify discrepancies, and conduct spot checks on QC managers' assessment samples.

Own the development, maintenance, and versioning of scorecards and evaluation methodologies used across all regions.

Establish and maintain clear quality standards for VIP operations, ensuring consistent expectations across markets and teams.

Build and maintain a structured library of best-practice examples and failed cases to support continuous learning and training within the VIP Academy.

Source, select, and onboard mentors who contribute to VIP host and agent development programs.

Own the training and certification framework for VIP hosts and agents, including program structure, content, assessment standards, and eligibility criteria for working with top-tier customers.

Define qualification filters for hiring, including tests, case studies, assessment criteria, and selection methodologies.

Measure the effectiveness of training programs through quality, retention, and operational performance metrics.

Produce management reporting on quality performance and translate findings into actionable recommendations.

Collaborate with regional leaders on certifications, Performance Improvement Plans, and the relationship between quality scores and team motivation.

Develop and drive the roadmap for automating quality-control processes and improving operational scalability.

Requirements

Strong experience in quality control, quality assurance, customer operations, or a closely related field, ideally within iGaming, sports book, online casino, or VIP customer operations.

Demonstrated expertise in calibration methodologies and the ability to establish consistent evaluation standards across distributed teams.

Experience designing scorecards and structured frameworks for assessing customer interactions and dialogue outcomes.

Strong understanding of quality dashboards, performance metrics, and data-driven quality management.

Experience designing and implementing certification, assessment, and training methodologies.

Solid knowledge of sports book and casino products and the operational environments in which they are delivered.

Understanding of player economics,…