QA & Training Lead (Customer Support)

12 Minutes ago • 5 Years +
Customer Service

Job Description

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.
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
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)

Add these skills to join the top 1% applicants for this job

communication
talent-acquisition
game-texts
quality-control
test-coverage

##### 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.

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