Come on board with Neo Group! Here's your chance to stir things up in the scene with us. We're not just expanding; we're revolutionising the entire game, mastering profitability with every new venture. But you know what truly fuels our drive? It's people like you.
Neo Group is on the lookout for a Quality Control Team Lead to join our Marketing department.
Responsibilities:
- Lead the Quality Control team within the VIP department.
- Develop, implement, and maintain communication quality standards across all VIP segments (Super VIP, Pre-VIP, Loyalty).
- Monitor, review, and evaluate communication between managers and clients — including email, messengers, and phone.
- Provide timely feedback and recommendations to VIP Managers and Support teams regarding communication quality and process compliance.
- Create and update internal QA documentation, procedures, and evaluation forms.
- Collaborate with training and operations teams to align goals and resolve areas for improvement.
- Prepare regular reports and actionable insights for department leadership based on QA analytics.
- Support the onboarding and mentoring of new QA team members.
Requirements
-
- Minimum of 2 years of experience in a quality assurance role within customer support.
- Proven experience leading or mentoring a team.
- Strong knowledge of service quality metrics (e.g., CSAT, SLA, NPS) and practical experience applying them.
- Ability to objectively assess communication quality in a structured and consistent manner.
- Excellent attention to detail and a high standard for customer experience.
- Confident user of Google Workspace and monitoring/reporting systems.
- Knowledge of CRM systems.
- English level: B1 or higher.
- Ability to work in a fast-paced, dynamic environment with shifting priorities.
Nice to have:
- Experience working with VIP clients (high-net-worth customers).
- Background in coaching, training, or process optimization.
- Knowledge of additional languages is a plus.
Benefits
- Remote work opportunity.
- Flexible working schedule.
- Interesting product.
- Learning opportunities.
- Career growth prospects.