Overview
Join to apply for the VIP Customer Support QA Team Lead role at Growe Talents .
Our client, Growe, is a leading business advisory and services group in iGaming and Entertainment.
Creators of strategies that work and solutions that scale.
Combining strategic vision with hands-on expertise, Growe helps businesses navigate the fast-evolving industry, seize new opportunities, enter new markets, and achieve sustainable growth.
Responsibilities
- Lead and grow a QA team for VIP Customer Support in LATAM, ensuring the highest standards in service quality and operational consistency.
- Take ownership of QA operations, including SOP development, process optimization, and calibration between CS, AM, and QA teams.
- Ensure all customer touchpoints, chat, email, calls, CRM, are evaluated against clear quality metrics and continuously improved.
- Collaborate with regional leads, support managers, and the training team to drive cross-functional quality initiatives.
- Prepare and deliver insightful QA performance reports, highlighting trends, risks, and actionable improvements.
- Align QA workflows across LATAM with global standards and practices.
- Build a feedback culture within the QA team, helping agents grow through consistent coaching and performance evaluations.
- Contribute to the growth of the LATAM customer experience by identifying training needs, inefficiencies, and areas for innovation.
- Play a key role in bridging HQ expectations with on-the-ground operations in LATAM.
Experience and Qualifications
- 2+ years of experience in Quality Assurance, or Customer Support.
- Prior experience managing a team and leading performance conversations.
- Proven track record in operational or process-driven roles, especially in service industries.
- Experience working with cross-functional and remote teams.
- Comfortable preparing QA reports, monitoring metrics, and proposing workflow improvements.
- Advanced English proficiency (written and spoken).
- Spanish or Portuguese proficiency required (trilingual is a big plus).
Personal Characteristics
- Operationally minded and highly detail-oriented.
- Able to give and receive constructive feedback; mature, open communicator.
- Independent and proactive; you document processes, set structure, and follow through.
- Flexible and adaptable in fast-paced environments with changing needs.
- Strong collaborator, confident working across multiple teams and time zones.
- Willing to own and improve internal processes, not just follow them.
Benefits
- Health & Wellness Focus.
- Global Medical Coverage.
- Growth Opportunities.
- Benefits Programs (gym/stomatology/psychological service, etc.).
- Performance-Driven Rewards.
- Dynamic Work Environment.
Apply, and let your growth journey begin.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Quality Assurance
Industries
Business Consulting and Services
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