VIP Quality Control Manager

About the role

Gypsy Collective is seeking a VIP Quality Control Manager to ensure the highest standards of communication and service for our premium clients. You will work closely with the VIP team, providing coaching, feedback, and strategic input to continuously improve the customer experience.

Key responsibilities

• Monitor VIP managers' interactions across all channels and evaluate service quality.
• Deliver detailed, constructive feedback to refine tone, style, and approach.
• Design and execute onboarding programs for new VIP managers.
• Create communication guides, standards, and best‑practice documentation.
• Analyse communication gaps and propose practical improvements.
• Conduct regular 1:1 coaching sessions and support the VIP team.
• Contribute to the development of the VIP customer‑experience strategy.
• Track quality trends and identify opportunities for process optimisation.

Required profile

• Experience with VIP clients in gambling, betting, luxury or similar high‑end services.
• Strong understanding of premium customer service and personalised communication.
• Proven ability to give actionable, well‑structured feedback.
• Background in building onboarding, training, or quality‑control processes.
• Excellent communication, high attention to detail and analytical mindset.
• Independent work style with a focus on high‑quality results.
• English level B2+ (required) and fluency in Ukrainian.

Required skills

What we offer

• Flexible payment options and performance bonuses.
• Funding for courses, certifications and career development.
• Benefit cafeteria with options such as sports, language courses and therapy.
• Team‑building events, conferences and a supportive community.
• Modern equipment including laptop, monitor and headphones.
• Flexible start times (9 am, 10 am or 11 am) focused on results.