FULL TIMEYerevan, ArmeniaОпубликовано 7/17/2026onsite
Manager of Service Control Team
By VBET
Описание
The company is looking for a Manager of Service Control Team to supervise quality management specialists, monitor customer support quality, improve service control processes, and provide senior management with clear performance insights, quality trends, and risk assessments. This role focuses on operational supervision, quality assurance reporting, team mentoring, process improvement, compliance awareness, and continuous improvement of customer support standards.
Обязанности
- Monitor daily workloads and supervise quality management specialists.
- Mentor team members and support a positive, high-performance team culture.
- Ensure timely and accurate completion of quality management reports.
- Deliver regular performance insights, quality trends, and risk assessments to senior management.
- Participate in monthly meetings to review quality management reports and results.
- Recommend improvements based on report findings and operational trends.
- Keep the team updated on relevant regulations, licensing requirements, and data protection standards.
- Define, monitor, and optimize key quality indicators.
- Track quality indicators such as accuracy, empathy, professionalism, and response timeliness.
- Ensure quality assurance findings are properly documented and stored.
- Document corrective actions and improvement plans for future reference.
- Provide regular reports to higher management about support quality, performance metrics, trends, and areas of concern.
- Support knowledge base updates and service quality improvements.
- Help maintain consistent service control standards across teams.
Требования
- Proven background in service control, quality management, customer support operations, or a related field.
- Strong knowledge of licensing and regulatory frameworks relevant to the role.
- Ability to build, track, and interpret customer support metrics and operational data.
- Strong experience with quality assurance reporting and performance monitoring.
- Excellent problem-solving skills.
- Ability to manage competing priorities in a fast-paced environment.
- Ability to create and update knowledge base information.
- Understanding of cybersecurity protocols to protect user data.
- Understanding of information security and data protection standards.
- Full professional fluency in English and Russian, both written and verbal.
- Excellent communication skills.
- Strong leadership and mentoring skills.
- High attention to detail.
- Ability to report clearly to senior management.
- Senior-level operational judgment and responsibility.
Навыки
ServiceControlQualityManagementAssuranceCustomerSupportOperationsTeamMentoringPerformanceMonitoringReportsOperationalReportingRiskAssessmentMetricsKPITrackingAccuracyResponseTimelinessProfessionalismEmpathyStandardsProcessImprovementKnowledgeBaseRegulatoryAwarenessLicensingRequirementsInformationSecurityDataProtectionCybersecurityBasicsAnalysisSeniorProblemSolvingLeadershipEnglishRussianCommunicationAttentiontoDetailDocumentation
VBET
VBET — компания или платформа в сфере gaming, iGaming и цифровых развлечений. Она предлагает игровые продукты, betting-решения, live casino, sportsbook, развлекательные платформы или технологические сервисы для игровой индустрии, помогая клиентам, пользователям или партнёрам решать практические задачи с помощью современных технологий, экспертной поддержки и структурированных процессов. Профиль компании на ANQ описывает её ключевые направления, продукты, услуги и роль на рынке. Поскольку бренд работает в регулируемой и возрастно ограниченной индустрии, профиль компании должен сохранять нейтральный и compliance-aware тон.
VBET — компания или платформа в сфере gaming, iGaming и цифровых развлечений. Она предлагает игровые продукты, betting-решения, live casino, sportsbook, развлекательные платформы или технологические сервисы для игровой индустрии, помогая клиентам, пользователям или партнёрам решать практические задачи с помощью современных технологий, экспертной поддержки и структурированных процессов. Профиль компании на ANQ описывает её ключевые направления, продукты, услуги и роль на рынке. Поскольку бренд работает в регулируемой и возрастно ограниченной индустрии, профиль компании должен сохранять нейтральный и compliance-aware тон.