Quality Control

23 hours ago

Taguig, National Capital Region, Philippines Digiplus Interactive Corp. Full time

Key Responsibilities

  1. Service Quality Monitoring

  2. Review and assess VIP host communications (chat, calls, emails, in-app messages) for tone, accuracy, compliance, and professionalism.

  3. Ensure VIP service interactions meet internal SOPs.

  4. Identify deviations and provide actionable feedback to hosts.

  5. Compliance & Risk Control

  6. Ensure all VIP interactions comply with AML, KYC, and responsible gaming regulations.

  7. Monitor sensitive cases (high-value transactions, unusual betting behavior, or disputes) for service integrity.

  8. Escalate non-compliance or high-risk cases to management.

  9. Training & Coaching Support

  10. Provide regular feedback and coaching to VIP hosts to improve service quality.

  11. Collaborate with the training team to develop learning modules based on QC findings.

  12. Support onboarding of new hosts with quality benchmarks and best practices.

  13. Data & Reporting

  14. Track and analyze host performance metrics (CSAT, NPS, response time, resolution rate, revenue impact).

  15. Prepare quality assessment reports for management and improvement.

  16. Recommend process optimizations to enhance player satisfaction and host efficiency.

  17. Cross-Functional Collaboration

  18. Work with the VIP operations team to ensure reward offers, events, and campaigns are executed with quality.

  19. Provide feedback loops to product, compliance, and customer service teams based on VIP interactions.
  20. 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.

Job Types: Full-time, Permanent

Pay: Php35, Php40,000.00 per month

Benefits:

  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee

Work Location: In person

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