About Us
Imagine Live, part of the Digitain Group, specializes in live gaming and streaming worldwide. With a fresh take on live dealer games and premium game show-style content, we deliver top-tier entertainment in a professional, dynamic environment. We are committed to growth, development, and excellence in the gaming industry.
Description
The Quality Control Manager is responsible for supervising and developing the Quality Control Specialists to ensure consistent quality, regulatory compliance, and operational excellence across the live casino environment. The role focuses on team leadership, performance management, quality assurance oversight, issue escalation, and continuous improvement of QC processes.
Responsibilities
- Lead, supervise, and support the Quality Control Specialists to ensure high-quality monitoring of live and archived games
- Plan team schedules and task assignments to ensure full coverage of live operations
- Make evaluations to cover the shift gap if there is a need
- Organize training for new employees and support skill development across the team
- Monitor and evaluate team performance, providing regular feedback, coaching, and guidance
- Review and validate QC reports, findings, and escalations for accuracy and completeness
- Conduct monthly, weekly, daily quality checks across all files to ensure full employee coverage across all countries (Spain, Romania, and others)
- Act as the primary escalation point for critical quality, compliance, and operational issues
- Ensure adherence to internal procedures, KPIs, company standards, and regulatory requirements
- Identify trends, recurring issues, and opportunities for process optimization, ensuring continuous improvement within the QC department
- Establish and oversee procedures and operational actions to guide the department’s activities and improvements
- Maintain QC standards consistently across all countries (Spain, Romania, and others)
- Perform quality assessments for all QC employees based on KPIs
- Analyze KPI results and identify performance gaps, providing actionable recommendations for improvement
- Coordinate with Compliance, Training, Product, and Studio Operations and other teams
- Collaborate with the Product team on integrations and improvements
- Support onboarding, training, and continuous knowledge development of QC Specialists
- Prepare consolidated reports across all countries (Spain, Romania, and others)
- Ensure proper documentation and maintenance of all quality-related records and reports
- Perform other duties as assigned by the direct manager
Requirements
- Bachelor’s degree in Management, Business Administration, or a related field is considered an advantage
- Minimum 2–3 years of experience in live casino operations, quality control, or a supervisory/managerial role within a regulated gaming environment
- Strong leadership and people-management skills
- Excellent analytical, reporting, and problem-solving abilities
- Strong communication and decision-making skills
- Proficiency in Microsoft Office and Jira is considered an advantage
- Ability to manage multiple priorities in a fast-paced live environment
- Fluency in Armenian and English