QA Specialist - VIP and Sales

Welcome to Multiple (https://themultiple.com), your go-to iGaming service provider. We’re here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success. We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC), VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance.

The Role

The QA Specialist - VIP and Sales is responsible for monitoring, evaluating, and providing training on customer facing interactions across the VIP and Sales teams, to ensure a high level of quality service,  compliance and commercial integrity, while maintaining the internal knowledge base in line with current procedures.

In addition to VIP and Sales quality monitoring, the role supports Customer Service QA activities when required, conducts additional QA checks as needed and delivers targeted training sessions. The objective of the role is to protect customer experience, safeguard regulatory compliance, and drive continuous performance improvement across Operations.

Key Responsibilities:

VIP Quality Assurance

• Monitor chats and emails with high-value players across all channels.
• Evaluate tone, professionalism, personalisation and relationship management quality.
• Audit VIP operational processes, including fast withdrawal prioritisation and bonus accuracy.
• Ensure alignment with internal procedures and regulatory requirements.
• Identify and escalate responsible gaming, AML or compliance risks.

Sales Call Monitoring

• Monitor and evaluate sales calls.
• Assess sales approach, objection handling and closing techniques.
• Ensure compliance adherence and accurate representation of offers and promotions.
• Identify revenue risk behaviours or mis selling practices.
• Provide structured and actionable feedback to Sales Team Leads.

Other Responsibilities and Cross Functional Support

• Provide QA support for Customer Service interactions when required, ensuring alignment of evaluation standards across departments.
• Support onboarding and ongoing training initiatives related to quality standards, compliance and communication best practices.
• Maintain and update the internal knowledge base to ensure documentation reflects current procedures, operational processes and compliance requirements.
• Prepare performance summaries and highlight recurring behavioural, operational or compliance risks.
• Recommend and support continuous improvement initiatives across VIP, Sales and Customer Service functions.

Requirements:

• Fluency in German and English is mandatory.
• Previous experience in Quality Assurance, ideally within iGaming or a similar high touch environment.
• Experience in VIP management or high value client handling is considered an asset.
• Strong understanding of VIP service standards and high value client management.
• Excellent attention to detail and analytical skills.
• Strong written communication skills and ability to assess tone and accuracy.
• Knowledge of AML, compliance and responsible gaming principles is an advantage.

What we offer:

• Attractive remuneration package
• Wellness benefit (after probation)
• Optician/Spectacle and Blue Lens Benefit (after probation)
• Health Insurance
• Breakfast/lunch all week
• Monthly snacks allowance
• Training support
• Modern office facilities
• Dog-friendly workplace
• Exciting Company Events
• Monthly Beer Fridays
• Eur1,000 Refer a friend bonus
• Relocation package (if required)
• One day birthday holiday

You should not apply if ...

• You want a normal 9-5 job. This role is not easy & requires an all-in mentality. We are looking for team members who will put in the work that others won`t.
• You cannot take constructive feedback.
• You can`t handle stress and pressure.
• You have the mindset of "Quick Money", this is a marathon, not a sprint.
• You do not embody our core values.