Customer Support QA Specialist – Onboarding & Training
Posted Updated
Customer Support QA Specialist – Onboarding &
Training
Location: Belgrade (On-Site)
Department: Customer Support / Quality Assurance
Reports to: CS Quality Assurance Manager
About The Company:
Workanova is a global BPO customer experience specialist, providing exceptional customer care, sales, technical support, and back-office services. With clients across the Fintech, iGaming, and eCommerce industries, we operate in over 10 languages and are committed to delivering outstanding support around the clock.
About the Role:
Own the onboarding, training, and development of Customer Support agents within
our iGaming operation, and make sure agents are certified and ready before they
handle customers independently.
Key Responsibilities:
- Own
and deliver the Customer Support onboarding and certification programme.
- Train
agents on products, systems, SOPs, payments, KYC and escalation
procedures.
- Deliver
training on iGaming principles, Responsible Gaming, AML and player protection.
- Run
nesting, knowledge checks, assessments and refresher training.
- Turn
QA findings and recurring errors into targeted training.
- Maintain
training records, skills matrices and certification status.
- Work
with Team Leaders and the QA Team on Personal Improvement Plans.
- Keep
training materials aligned with current SOPs and the knowledge base.
Requirements
- 1+
years in Customer Support QA, training or operations, preferably iGaming.
- Practical
understanding of iGaming, Responsible Gaming, AML, KYC and player
protection.
- Experience
training or coaching Customer Support teams.
- Strong
communication and presentation skills.
- Excellent
attention to detail and organization.
- Fluent
English. Additional languages (Arabic,
French, German, Spanish are a plus.)
Benefits
What We Offer:
- Competitive salary and performance-based incentives.
- Office-based work environment with a collaborative and supportive team.
- Dynamic and international workplace.
- Ongoing training and professional development opportunities.
- Opportunities for career growth within the iGaming industry.
- Happy Fridays and regular team engagement activities.