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We are looking for a leader who will build a VIP quality control system from scratch to a benchmark level - from hiring and developing QC managers to creating an academy for training VIP hosts and agents. This is a role at the intersection of quality, training, and people management, which directly affects the retention of the company's top players. What you will be doing: 👥 QC Team Management — formation and development of the QC managers team: staff, regions, workload — hiring and attestation of QC managers 🔍 Quality Monitoring — coverage planning: volume of checks by region, prioritization by segment value, schedule — calibration sessions, measurement of assessment consistency — re-checking of QC managers' work samples 📋 Methodology — development, updating, and versioning of a scoring card for all regions — formation of VIP operations quality standards 🎓 Training and Development — library of benchmark and failed cases for the VIP academy — search and invitation of mentors — training and certification program for VIP Host/Agent, admission criteria for the top segment — qualification filter for hiring: tests, cases — assessment of training effectiveness based on quality and retention metrics 📊 Reporting and Interaction — management reporting on quality — interaction with regional leads on attestations and PIP — quality control automation roadmap
Equipment is provided + there will be a polygraph
