Quality Assurance Sport VIP Team Lead

Sofia Stars is an operational services company based in Sofia. We offer a range of solutions for online businesses, including R&D, Marketing, Customer Support, KYC, Risk, and Anti-Fraud services. With 300+ bright stars on our team, we deliver secure, reliable solutions with a touch of quality that shines. When you join us, you’ll be part of a place where ideas light up, and growth isn’t just a promise—it’s a journey.

As a TL/QA for Sport VIP, you will oversee the performance and quality assurance of our Sport VIP Managers Team. Your primary goal is to ensure our VIP clients receive world-class service by managing a team of dedicated Sport VIP Managers, monitoring interactions, driving performance metrics, and continuously enhancing service quality. You’ll play a critical role in maintaining strong relationships with high-value clients by ensuring their needs are met efficiently, personally, and professionally.

Key Responsibilities:

Team Leadership

Lead, mentor, and manage a team of VIP Sport Managers following the Sport Team direction.
Monitor team KPIs, ensure adherence to service level agreements and drive consistent performance.
Conduct regular one-on-one meetings, coaching sessions, and performance reviews.

Quality Assurance

Monitor, evaluate, and score customer interactions to ensure high standards in communication, product knowledge, and compliance.
Identify training needs and collaborate with the Sport Department and Training Department to develop programs.
Provide actionable feedback and support continuous improvement initiatives.

Operational Excellence

Collaborate closely with Sport Team to resolve client issues and align on business priorities.
Utilise data insights and feedback loops to improve processes, tools, and workflows.

Customer Experience

Ensure that Sport VIP clients receive personalised, efficient, and high-quality service.
Support Sport Vip Manager on Handleing escalations and complex cases with discretion and professionalism.
Monitor customer satisfaction scores (CSAT/NPS) and implement corrective actions.

Requirement Experience :

1+ years of experience in a QA or Team Lead role within the iGaming or online betting industry.
In-depth understanding of the VIP client journey and the sports betting lifecycle.
Prior experience handling high-value clients in a fast-paced, multilingual environment.

We offer excellent benefits:

Monthly food vouchers (200 BGN);
Official employment and full medical insurance, including in-patient/out-patient care, maternity, dental, and annual health check-ups;
Starting from 20 paid leave days;
6 additional days of sick leaves without document required;
Birthday gift cards;
Sports card (Multisport);
Wedding and newborn gifts;
Breakfast, Friday lunches, fruits, and snacks in the office;
Team-building events and activities;
Career growth opportunities;
Sunny, spacious office.

Ready to shine? Let’s make it real.

Responsibilities

Required skills