Player Quality Team Leader

About YSI

Yellow Social Interactive is a dynamic and innovative leader in the social gaming industry, dedicated to creating engaging and interactive experiences across various platforms. Our commitment to excellence and creativity sets us apart in the market.

We seek exceptional, talented individuals who aim for excellence. With offices in Gibraltar, Antigua, and bases in Malta and the Philippines, plus a global remote team, we welcome motivated people capable of building and scaling business functions.

Job Purpose

As the Player Quality Team Leader, your core responsibility is to drive excellence in player engagement, with a dedicated focus on the VIP experience. You will lead a team of quality analysts responsible for auditing VIP Hosts and Customer Support Representatives, while placing a strategic emphasis on the quality of interactions with VIP players. Your role is to ensure these high-value engagements reflect personalization, with a sharp focus on relationship building, upselling, and strategic reward allocation; maximizing both player satisfaction and business growth.

You’ll work closely with cross-functional teams to define and uphold what excellence looks like in every interaction, utilizing tools like Klaus to drive data-informed improvements and consistent performance.

Areas of Responsibility

• Lead and mentor the QA team responsible for auditing Player Support and Representatives contacts; ensuring quality, consistency, and a deep understanding of player-centric communication.
• Utilize customer service quality management platform to its full potential; create scorecards, dashboards, audit workflows, and reporting that informs coaching and performance trends.
• Act as a quality ambassador for the ultimate player experience, defining what excellence means for premium players and ensuring that’s reflected in every interaction.
• Provide timely feedback and actionable coaching insights to Player Support and VIP Team Leaders based on QA findings.
• Analyze audit data to identify trends, pain points, and opportunities for both player experience and team performance.
• Collaborate with the Player Operations Teams to align quality standards with broader business goals.
• Lead calibration sessions to ensure auditing consistency and fairness across the team.
• Maintain clear, accessible documentation and reports focused on VIP audit impact and team improvements.

Requirements

• Proven experience in a QA or leadership role within a customer-focused environment, preferably in gaming, entertainment.
• Hands-on experience using Klaus or similar QA platforms to structure and scale quality processes.
• In-depth understanding of Premium player behavior, bonus strategy, and what creates meaningful engagement.
• Excellent people-management skills with a coaching mindset and a passion for developing others.
• Strong analytical thinking with the ability to turn QA data into actionable insights.
• Highly collaborative, flexible, and player-obsessed.
• Clear and confident communication skills, able to influence across all levels.
• High proficiency in English

Nice to Haves

• Experience working directly with Premium Player accounts or an Account Manager role
• Background in player lifecycle management or CRM strategy
• Familiarity with Looker or other BI tools to analyze player trends and audit impact
• Knowledge of responsible gaming and regulatory compliance for VIP interactions
• Experience scaling QA operations in a fast-growing or remote-first team
• Strong presentation skills for sharing QA findings with senior stakeholders
• Familiarity with NPS, CSAT, or player satisfaction metrics as part of QA strategy
• Understanding of gamification or loyalty programs and how they impact VIP behavior

• Competitive salary
• Fully remote role for candidates based in the advertised location
• Training & Opportunities for professional development
• Dynamic and collaborative work environment
• Performance Bonus

Join our team and contribute to creating a vibrant and supportive social gaming community! If you are a proactive and player-focused professional, apply now and be part of our mission to provide exceptional player experiences.