Italian VIP Quality Assurance Manager

Sofia Stars is an operational services company based in Sofia. We offer a range of solutions for online businesses, including R&D, Marketing, Customer Support, KYC, Risk, and Anti-Fraud services. With 300+ bright stars on our team, we deliver secure, reliable solutions with a touch of quality that shines. When you join us, you’ll be part of a place where ideas light up, and growth isn’t just a promise—it’s a journey. 

We are looking for a talented and motivated VIP Quality Assurance (QA) Manager to oversee the quality assurance process for our VIP programs and services. The ideal candidate will have a strong background in QA methodologies, exceptional attention to detail, and a passion for delivering exceptional customer experiences to our VIP players. Be able to create and execute training and development plans tailored to VIP and Sales teams.

Responsibilities:

• Assist in the development and implementation of a comprehensive quality assurance strategy specifically tailored to VIP programs and services.
• Daily quality assessments of all VIP account Manager tasks related to communication and engagement with players.
• Regular and coherent reporting to of all actions taken and results found.
• Training and development plans.
• Collaborate closely with VIP account managers to identify QA requirements and ensure alignment with business objectives.
• Conduct regular assessments of VIP account manager activities, promotions, and rewards to identify areas for improvement and optimisation.
• Monitor VIP player feedback and complaints, and proactively address any quality-related issues or concerns in a timely manner.
• Stay up-to-date with industry trends, best practices, and regulatory requirements related to VIP gaming experiences, and incorporate them into QA processes.
• Analyse QA metrics and performance indicators to track progress, identify trends, and make data-driven recommendations for continuous improvement.
• Foster a culture of quality and excellence within the organization, promoting collaboration, transparency, and accountability across teams.

Requirements:

• Fluent Italian.
• 2 years of I-gaming experience at least.
• Experience in quality assurance, with a focus on VIP programs, services, or customer experiences within the iGaming industry.
• Strong understanding of QA methodologies, testing techniques, and tools, with hands-on experience in test planning, execution, and automation.
• Excellent analytical and problem-solving skills, with the ability to identify, prioritise, and resolve complex issues efficiently.
• Exceptional communication and interpersonal skills, with the ability to effectively collaborate with diverse stakeholders and influence decision-making at all levels of the organisation.
• Deep knowledge of iGaming regulations, compliance requirements, and industry standards related to VIP player experiences.
• Passion for gaming and a strong commitment to delivering outstanding customer service to VIP players.

We offer excellent benefits:

• Competitive salary and attractive bonus scheme.
• Working in a dynamic International company.
• Ability of career and professional growth within the company.
• Social benefits and team buildings.
• Sunny, spacious office.

Location: Cyprus or Bulgaria.

Ready to shine? Let’s make it real.