QA & Training Lead (Customer Support)
Growe welcomes those who are excited to:
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Define and implement QA frameworks, policies, and best practices tailored to gambling regulations and compliance;
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Ensure testing and quality standards meet regulatory requirements (e.g., RNG certification, responsible gaming, AML/KYC flows);
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Lead, mentor, and grow a team of QA and trainers across multiple regions in the customer support department;
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Allocate resources effectively between projects (casino, sportsbook, payments, CRM, etc.);
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Provide training on tools, methodologies, and compliance standards relevant to gambling products;
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Ensure thorough testing of payment gateways, bonus systems, game mechanics, RNG fairness, and user journeys;
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Monitor test coverage and ensure defects are tracked, prioritized, and resolved before release.
We need your professional experience:
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5+ years of experience specializing in Customer support/Quality Assurance;
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2+ years of experience in people management (must have);
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Strong background in setting up and improving QA frameworks, flows, and communication standards for support teams;
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Hands-on experience with CSAT monitoring, QA scorecards, and driving measurable improvements in customer satisfaction;
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Expertise in onboarding and training programs for customer support agents, including the development of soft skills and product knowledge;
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At least Upper-intermediate level of English (written and spoken).
We appreciate if you have those personal features:
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Excellent communication skills: able to build trust, connect with people quickly, and clearly convey feedback or ideas;
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Leadership and coaching: inspires the team, supports growth, and creates a culture of quality and accountability;
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Autonomy and self-organization: works independently without micromanagement, makes confident decisions, and manages priorities effectively;
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Proactivity and strategic mindset: brings new ideas, identifies improvements, and drives innovative solutions into processes.
We are seeking those who align with our core values:
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GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;
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DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;
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BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.
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