What you'll be doing:

You’ll support the improvement of customer support quality, focusing on process integrity, communication,  regulatory compliance, and coaching effectiveness.

Quality monitoring & Compliance

• Evaluate and score customer interactions across chat, phone, and other channels against quality and compliance standards.
• Ensure support interactions comply with internal policies and applicable gambling regulations. 
• Proactively identify risk-related issues and escalate when necessary.

Coaching & development

• Provide constructive feedback and coaching to customer support Team Leaders to improve performance and quality.
• Partner with Team Leaders to identify training needs and support continuous development.
• Help define best practices for communication and service excellence.

Quality processes & analytics

• Analyze QA data and support KPIs, extracting insights and trends.
• Generate regular reports and present actionable insights to stakeholders.

Automation & tools

• Drive QA execution through designated tools and propose opportunities for automation to reduce manual effort. 
• Maintain QA dashboards, scoring systems, and documentation in alignment with team objectives.

What we are looking for:

• 5+ years in customer operations / 3+ years quality assurance, preferably in iGaming, regulated financial services, or tech-enabled customer operations. 
• Demonstrated experience with QA evaluation frameworks, coaching, analytics, and compliance monitoring.
• Depth of QA expertise in customer operations with measurable impact on support performance.
• Strong analytical skills with the ability to interpret performance data and turn it into recommendations.
• Excellent communication & interpersonal skills for feedback and collaboration.
• Familiarity with QA tools, CRM systems, and reporting tools.
• Ability to independently drive processes and own quality results.
• Strong judgment in coaching, escalation handling, and compliance interpretation.
• Fluent Greek & English, both written and spoken.

Nice to Have

• Experience with QA automation tools or scripting to support QA workflows.
• Knowledge of compliance systems used in EU-regulated gambling markets.
• Background in large-scale support operations.