Responsibilities:
Lead the Quality Control team within the VIP department.
Develop, implement, and maintain communication quality standards across all VIP segments (Super VIP, Pre-VIP, Loyalty).
Monitor, review, and evaluate communication between managers and clients — including email, messengers, and phone.
Provide timely feedback and recommendations to VIP Managers and Support teams regarding communication quality and process compliance.
Create and update internal QA documentation, procedures, and evaluation forms.
Collaborate with training and operations teams to align goals and resolve areas for improvement.
Prepare regular reports and actionable insights for department leadership based on QA analytics.
Support the onboarding and mentoring of new QA team members.
Requirements
Minimum of 2 years of experience in a quality assurance role within customer support.
Proven experience leading or mentoring a team.
Strong knowledge of service quality metrics (e.g., CSAT, SLA, NPS) and practical experience applying them.
Ability to objectively assess communication quality in a structured and consistent manner.
Excellent attention to detail and a high standard for customer experience.
Confident user of Google Workspace and monitoring/reporting systems.
Knowledge of CRM systems.
English level: B1 or higher.
Ability to work in a fast-paced, dynamic environment with shifting priorities.
Nice to have:
Experience working with VIP clients (high-net-worth customers).
Background in coaching, training, or process optimization.
Knowledge of additional languages is a plus.
Benefits
Remote work opportunity.
Flexible working schedule.
Interesting product.
Learning opportunities.
Career growth prospects.
Neo Group
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