Player Quality Team Leader

Summary

Join Yellow Social Interactive, a leader in social gaming, as our Player Quality Team Leader! Drive excellence in player engagement, particularly for VIPs, by leading a team of quality analysts. You will audit VIP Hosts and Customer Support Representatives, focusing on personalized interactions, relationship building, and strategic rewards. Collaborate with cross-functional teams to define and maintain quality standards, using data-driven tools like Klaus. Analyze data to identify trends and opportunities for improvement, providing actionable coaching to team members. This role requires strong leadership, analytical, and communication skills within a customer-focused environment.

Requirements

• Proven experience in a QA or leadership role within a customer-focused environment, preferably in gaming, entertainment
• Hands-on experience using Klaus or similar QA platforms to structure and scale quality processes
• In-depth understanding of Premium player behavior, bonus strategy, and what creates meaningful engagement
• Excellent people-management skills with a coaching mindset and a passion for developing others
• Strong analytical thinking with the ability to turn QA data into actionable insights
• Highly collaborative, flexible, and player-obsessed
• Clear and confident communication skills, able to influence across all levels
• High proficiency in English

Responsibilities

• Lead and mentor the QA team responsible for auditing Player Support and Representatives contacts; ensuring quality, consistency, and a deep understanding of player-centric communication
• Utilize customer service quality management platform to its full potential; create scorecards, dashboards, audit workflows, and reporting that informs coaching and performance trends
• Act as a quality ambassador for the ultimate player experience, defining what excellence means for premium players and ensuring that’s reflected in every interaction
• Provide timely feedback and actionable coaching insights to Player Support and VIP Team Leaders based on QA findings
• Analyze audit data to identify trends, pain points, and opportunities for both player experience and team performance
• Collaborate with the Player Operations Teams to align quality standards with broader business goals
• Lead calibration sessions to ensure auditing consistency and fairness across the team
• Maintain clear, accessible documentation and reports focused on VIP audit impact and team improvements

Preferred Qualifications

• Experience working directly with Premium Player accounts or an Account Manager role
• Background in player lifecycle management or CRM strategy
• Familiarity with Looker or other BI tools to analyze player trends and audit impact
• Knowledge of responsible gaming and regulatory compliance for VIP interactions
• Experience scaling QA operations in a fast-growing or remote-first team
• Strong presentation skills for sharing QA findings with senior stakeholders
• Familiarity with NPS, CSAT, or player satisfaction metrics as part of QA strategy
• Understanding of gamification or loyalty programs and how they impact VIP behavior

Benefits

• Competitive salary
• Private Health Insurance
• 27 vacation days, including public holidays
• Training & Opportunities for professional development
• Dynamic and collaborative work environment
• Performance Bonus