The Role
Own and deliver onboarding, certification, nesting, assessments, and refresher training for customer support agents in an iGaming operation. Train agents on products, systems, SOPs, payments, KYC, AML, Responsible Gaming, and escalation procedures. Use QA findings to create targeted coaching, maintain training records and certification status, support improvement plans, and keep materials aligned with current procedures and knowledge-base content.
Summary Generated by Built In
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.
Skills Required
- At least 1 year of experience in customer support quality assurance, training, or operations
- 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
- Arabic, French, German, or Spanish language skills
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The Company
What We Do
WorkaNova is a global business-process-outsourcing (BPO) and customer-experience specialist serving iGaming operators and other companies. It provides multilingual live-chat, email and ticket support, second-line support, quality assurance, VIP player support, sales, technical support, and back-office services. The company builds dedicated teams, manages service levels and reporting, and supports partners across international markets and multiple time zones.
