Quality Control Manager/Trainer

We are Alpha Affiliates, the preeminent hub for ambitious individuals poised to dominate the iGaming sphere.

We emerged in 2012 as the top partner program for gambling and betting. Our excellence and innovation shine through with licenses from the esteemed Malta Gaming Authority and Curacao, covering 10 unique brands.

Our simple goal is to change the game rules and rise to the top, supported by a vast network spanning 38 countries and boasting over 15,000 partners.

Join us and find a close-knit community of ambitious professionals ready to grow and expand!

• Monitor and evaluate daily interactions (chats, emails) of customer support agents to ensure adherence to company standards, scripts, procedures, and compliance requirements.
• Assess the accuracy, tone, professionalism, and effectiveness of customer interactions.
• Identify trends in performance gaps and provide structured feedback to agents.
• Collaborate with Team Leads and Training Managers to create targeted coaching and training programs.
• Maintain detailed records of evaluations and produce regular QC reports with actionable insights.

• Proven experience in a Quality Control, Quality Assurance, or Customer Support role (preferably in a fast-paced or high-volume contact center).
• Solid understanding of customer service metrics and quality frameworks.
• Experience using customer support platforms (e.g., Zendesk, Freshdesk, Intercom, LiveChat, Salesforce).
• Familiarity with QA tools and scorecard systems.
• Strong analytical skills – ability to interpret data and identify trends or areas of concern.
• Excellent written and verbal communication skills in English

• Remote work format.
• Competitive compensation package ensures your hard work is rewarded.
• Join a friendly and professional team committed to excellence.
• Benefit from 21 working days of vacation to rejuvenate and recharge.