The Role
Conduct quality and compliance reviews of iGaming customer-support interactions across LiveChat, HelpDesk, and AI support channels. Monitor SOP, SLA, escalation, Responsible Gaming, AML, KYC, player protection, privacy, payment, bonus, and adjustment controls. Escalate high-risk issues, maintain QA documentation and checklists, support knowledge-base governance, track corrective actions, and verify issue resolution and AI-response accuracy.
Summary Generated by Built In
Customer Support QA Specialist – Quality & Compliance
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
Ensure quality, compliance and operational standards are consistently
maintained across our iGaming Customer Support operation, including oversight
of AI-agent quality.
Key Responsibilities
- Conduct
quality and compliance reviews across LiveChat, HelpDesk and other CS
activities.
- Monitor
adherence to SOPs, SLA requirements and escalation procedures.
- Review
compliance with Responsible Gaming, AML, KYC, player protection and
privacy.
- Review
high-risk interactions and escalate critical customer-safety or compliance
concerns.
- Review
payment, bonus and adjustment-related controls.
- Maintain
QA standards, checklists and compliance documentation.
- Support
SOP and knowledge-base governance and updates.
- Monitor
AI customer-support responses, routing, hand-offs and knowledge accuracy.
- Track
corrective actions and verify that issues are resolved.
Requirements
- 1+
years in Customer Support QA, quality, compliance or operations,
preferably iGaming.
- Practical
understanding of iGaming, Responsible Gaming, AML, KYC and player
protection.
- Strong
understanding of SOPs, quality controls and escalation processes.
- Excellent
attention to detail and analytical skills.
- Confident
identifying and escalating compliance and customer-risk issues.
- Strong
communication and documentation skills.
- Confident
identifying and escalating compliance, customer-risk, and AI-related
quality issues.
- Fluent
English.
Benefits
- 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 QA, quality, compliance, or operations
- Practical understanding of iGaming, Responsible Gaming, AML, KYC, and player protection
- Experience in the iGaming industry
- Strong understanding of SOPs, quality controls, and escalation processes
- Excellent attention to detail and analytical skills
- Ability to identify and escalate compliance and customer-risk issues
- Strong communication and documentation skills
- Ability to identify and escalate AI-related quality issues
- Fluent English
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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.
