Overview
Customer Support QA Specialist – Onboarding & Training Jobs in Savski Venac, Serbia at Workanova
Title: Customer Support QA Specialist – Onboarding & Training
Company: Workanova
Location: Savski Venac, Serbia
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.
