LeoVegas Group Careers

Description

ABOUT THE ROLE

The Customer Support Quality & Development Manager is accountable for building, governing, and scaling customer operations capability across all markets and channels. The role owns global quality standards, learning frameworks, certification models, and enablement strategies that ensure teams operate with consistency, regulatory confidence, and commercial efficiency.

The role plays a key part in the long-term empowerment strategy, supporting the development of frontline, specialist, and supporting functions, and driving continuous improvement through training, quality insights, and increasing automation.

YOU WILL BE RESPONSIBLE FOR:

Quality & Capability Ownership

• Own and evolve the quality framework and evaluation standards across Customer Operations.
• Ensure consistent assessment, calibration, and feedback mechanisms across teams and roles.
• Identify capability gaps and recurring quality issues, translating them into targeted enablement actions.
• Own the Customer Operations knowledge base, ensuring content is accurate, up to date, and aligned with training and quality standards.
• Define governance for knowledge creation, updates, and deprecation in partnership with operational teams.

Training & Enablement

• Own onboarding and continuous learning frameworks across Customer Operations.
• Design and deliver upskilling programs to support evolving responsibilities and roles.
• Maintain training content aligned with operational, product, and regulatory changes.
• Support the development of structured progression and readiness models for advanced roles.

Tier Enablement & Certification

• Define readiness criteria and certification standards for advanced responsibilities.
• Ensure access to tools and permissions is aligned with demonstrated capability.
• Drive retraining or re-certification where quality or performance standards are not met.
• Own mandatory learning and certification requirements across Customer Support, including completion tracking and re-certification (e.g. internal academies, compliance-related courses).

Quality Automation & Tooling

• Lead the assessment and implementation of quality automation and enablement tools.
• Identify opportunities to automate manual quality activities and improve insight generation.
• Partner with Technology, Product, and Operations to design scalable quality and training solutions.
• Ensure time and capacity freed through automation is reinvested into learning and development initiatives.

Continuous Improvement & Feedback Loop

• Translate quality insights into training, coaching, and process improvements.
• Collaborate with Specialist Support, Insights, clusters, and Operations to ensure learning priorities reflect real operational needs.
• Use data and feedback to continuously refine enablement strategies.

Leadership & Stakeholder Management

• Lead and develop Quality Assurance and Training Teams.
• Act as a key partner to operational leadership by identifying capability risks, structural skill gaps, and development needs across clusters and markets, including opportunities to strengthen ownership, consistency, and leadership accountability.
• Advise the Head of Support on enablement strategy, maturity progression, and investment priorities, including tooling, automation, and long-term capability scaling.

OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:
 

Experience

• 3+ years of experience in Learning & Development, Quality Assurance, Enablement, or Capability roles within Customer Support, Customer Operations, or similar service-driven environments.
• Proven experience leading QA and/or Training teams in multi-market or regulated environments.
• Demonstrated experience designing structured capability frameworks, certification models, or progression pathways.
• Experience driving cross-functional initiatives impacting operational processes, role scope, or tool adoption.
• Exposure to compliance-driven environments (e.g., regulated industries, audit frameworks such as ISO standards).
• Experience evaluating or implementing automation, QA tooling, or learning technologies is highly desirable.
   

Skills & Competencies

• Strong understanding of quality governance, continuous improvement principles, and operational risk management.
• Ability to translate operational performance data and quality insights into structured learning interventions.
• Strong stakeholder management skills, with the ability to influence across operational and leadership levels.
• Ability to balance strategic thinking with practical execution.
• Analytical mindset with confidence working with performance metrics and capability data.
• Structured, process-oriented approach to governance and scalability.
   

Leadership & Personal Attributes

• Demonstrated experience leading and developing high-performing teams.
• High level of ownership, accountability, and decision-making maturity.
• Comfortable operating in transformation environments with evolving scope and ambiguity.
• Strong communication skills, capable of articulating capability strategy and recommendations to senior stakeholders.
• Collaborative and partnership-oriented mindset.

WHO WE ARE

At the core of LeoVegas Group is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 2000 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 19 offices worldwide.

 

BENEFITS

• Hybrid work policy
• 4 weeks of Workation (T&C apply)
• Well-being allowance to support your active lifestyle
• Private health insurance
• Discounts across a range of retailers, gyms, bars & restaurants
• We offer an employee assistance program that can provide help and guidance during challenging moments.

JOIN US!

In our pride, we empower our teammates to find their roar and run with their wildest ideas. We don’t wait for things to happen; we pounce and make it happen!

Would you be a good fit for the Leo Pride - give us a roar!

**As our company working language is English, we’d like to see your CV in English, please**