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