QA & Training Lead (Customer Support)

Growe is seeking a QA & Training Lead for Customer Support to define and implement QA frameworks, ensure compliance with gambling regulations, and lead a team of QA and trainers. The role involves effective resource allocation, providing training on tools and compliance, and monitoring test coverage. Candidates need 5+ years in Customer Support/QA, 2+ years in people management, and expertise in CSAT monitoring and training programs.

Must Have

• 5+ years of experience specializing in Customer support/Quality Assurance
• 2+ years of experience in people management
• Strong background in setting up and improving QA frameworks, flows, and communication standards for support teams
• Hands-on experience with CSAT monitoring, QA scorecards, and driving measurable improvements in customer satisfaction
• Expertise in onboarding and training programs for customer support agents, including the development of soft skills and product knowledge
• At least Upper-intermediate level of English (written and spoken)

Good to Have

• Excellent communication skills: able to build trust, connect with people quickly, and clearly convey feedback or ideas
• Leadership and coaching: inspires the team, supports growth, and creates a culture of quality and accountability
• Autonomy and self-organization: works independently without micromanagement, makes confident decisions, and manages priorities effectively
• Proactivity and strategic mindset: brings new ideas, identifies improvements, and drives innovative solutions into processes

##### Growe welcomes those who are excited to:

• Define and implement QA frameworks, policies, and best practices tailored to gambling regulations and compliance;
• Ensure testing and quality standards meet regulatory requirements (e.g., RNG certification, responsible gaming, AML/KYC flows);
• Lead, mentor, and grow a team of QA and trainers across multiple regions in the customer support department;
• Allocate resources effectively between projects (casino, sportsbook, payments, CRM, etc.);
• Provide training on tools, methodologies, and compliance standards relevant to gambling products;
• Ensure thorough testing of payment gateways, bonus systems, game mechanics, RNG fairness, and user journeys;
• Monitor test coverage and ensure defects are tracked, prioritized, and resolved before release.

##### We need your professional experience:

• 5+ years of experience specializing in Customer support/Quality Assurance;
• 2+ years of experience in people management (must have);
• Strong background in setting up and improving QA frameworks, flows, and communication standards for support teams;
• Hands-on experience with CSAT monitoring, QA scorecards, and driving measurable improvements in customer satisfaction;
• Expertise in onboarding and training programs for customer support agents, including the development of soft skills and product knowledge;
• At least Upper-intermediate level of English (written and spoken).

##### We appreciate if you have those personal features:

• Excellent communication skills: able to build trust, connect with people quickly, and clearly convey feedback or ideas;
• Leadership and coaching: inspires the team, supports growth, and creates a culture of quality and accountability;
• Autonomy and self-organization: works independently without micromanagement, makes confident decisions, and manages priorities effectively;
• 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:

• GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;
• DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;
• BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.