VIP Host
14 hours ago
Key Responsibilities
- Service Quality Monitoring
. Review and assess VIP host communications (chat, calls, emails, in-app messages) for tone, accuracy,
compliance, and professionalism.
. Ensure VIP service interactions meet internal SOPs.
. Identify deviations and provide actionable feedback to hosts.
- Compliance & Risk Control
. Ensure all VIP interactions comply with AML, KYC, and responsible gaming regulations.
. Monitor sensitive cases (high-value transactions, unusual betting behavior, or disputes) for service integrity.
. Escalate non-compliance or high-risk cases to management.
- Training & Coaching Support
. Provide regular feedback and coaching to VIP hosts to improve service quality.
. Collaborate with the training team to develop learning modules based on QC findings.
. Support onboarding of new hosts with quality benchmarks and best practices.
- Data & Reporting
. Track and analyze host performance metrics (CSAT, NPS, response time, resolution rate, revenue impact).
. Prepare quality assessment reports for management and improvement.
. Recommend process optimizations to enhance player satisfaction and host efficiency.
- Cross-Functional Collaboration
. Work with the VIP operations team to ensure reward offers, events, and campaigns are executed with
quality.
. Provide feedback loops to product, compliance, and customer service teams based on VIP interactions.
. Align with business strategy to ensure QC supports player growth and retention.
Qualifications & Skills
. 2-3 years of experience in customer service QA/QC, preferably in gaming, iGaming, or hospitality.
. Strong analytical skills with attention to detail.
. Excellent written and verbal communication skills.
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