Overview
Customer Support QA Specialist – Quality & Compliance Jobs in Belgrade, Serbia at Workanova
Title: Customer Support QA Specialist – Quality & Compliance
Company: Workanova
Location: Belgrade, Serbia
Customer Support QA Specialist – Quality & Compliance
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:
Ensure quality, compliance and operational standards are consistently maintained across our iGaming Customer Support operation, including oversight of AI-agent quality.
Key Responsibilities:
- Conduct quality and compliance reviews across LiveChat, HelpDesk and other CS activities.
- Monitor adherence to SOPs, SLA requirements and escalation procedures.
- Review compliance with Responsible Gaming, AML, KYC, player protection and privacy.
- Review high-risk interactions and escalate critical customer-safety or compliance concerns.
- Review payment, bonus and adjustment-related controls.
- Maintain QA standards, checklists and compliance documentation.
- Support SOP and knowledge-base governance and updates.
- Monitor AI customer-support responses, routing, hand-offs and knowledge accuracy.
- Track corrective actions and verify that issues are resolved.
Requirements:
- 1+ years in Customer Support QA, quality, compliance or operations, preferably iGaming.
- Practical understanding of iGaming, Responsible Gaming, AML, KYC and player protection.
- Strong understanding of SOPs, quality controls and escalation processes.
- Excellent attention to detail and analytical skills.
- Confident identifying and escalating compliance and customer-risk issues.
- Strong communication and documentation skills.
- Confident identifying and escalating compliance, customer-risk, and AI-related quality issues.
- Fluent English.
Benefits:
- 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.
