Specialist of Quality Control and Training Division

Company Description: RISK inc: An International iGaming Company Pushing the Boundaries of Entertainment

Who We Are: An international iGaming company specializing in identifying and fostering the growth of high-potential entertainment markets. With 1000+ professionals in 20+ locations, we operate in 10 countries, serving over 300,000 customers.

Always Pushing the Boundaries? You Already Belong at RISK!

Our global-scale operations are based on strong internal expertise, analytics, and data research. We have expertise in iGaming operations (sports betting, online casino), digital and affiliate marketing, tech solutions, and data analytics. We’re looking for a Quality Specialist to join our Customer Support team and help build a quality assurance system that actually improves service.

If you genuinely enjoy monitoring, can defend your evaluations with solid reasoning, and care about doing the work well even when it’s not the easy path — we’d like to talk.

Why this role

This isn’t a role where you follow a fixed checklist — you’ll have real ownership over how quality is measured and how training is built. Your input directly shapes how agents are evaluated and developed, and your feedback on recurring customer issues feeds back into product and process decisions. If you’re someone who naturally looks for what could work better and likes building things from scratch, there’s a lot of room here to do that.

Responsibilities

• Conduct regular quality monitoring of support agents, analyze results, and provide structured feedback
• Run one-on-one sessions with agents, support their growth, and help them improve
• Participate in onboarding of new agents: prepare training materials, lectures, assessments, and deliver training sessions
• Conduct regular knowledge assessments and identify gaps
• Analyze customer complaints and feedback to identify trends and systemic issues, and escalate them to relevant departments
• Participate in customer service process optimization projects
• Prepare regular reporting on key performance indicators

What matters to us

• 1+ year of experience in a Quality role specifically within iGaming — this is essential due to the specifics of the industry
• Native Ukrainian, English B1-B2
• Strong analytical mindset: ability to look at the full picture (process, training, motivation) rather than relying on a single metric or a fixed checklist
• Objectivity — evaluations grounded in customer experience and business impact
• Genuine interest in mentoring and developing people, with the maturity to give honest feedback when it’s needed

Nice to have

• Turkish B1+ is a plus
• Experience implementing or optimizing QA processes
• Basic understanding of instructional design / training program development
• Experience working across different GEOs and awareness of cultural communication differences