Customer Support QA Specialist – Quality & Compliance

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.