Training & QA Lead - Customer Support

EveryMatrix is a leading B2B SaaS provider delivering iGaming software, content and services. We provide casino, sports betting, platform and payments, and affiliate management to 300 customers worldwide.

But that's not all! We're not just about numbers, we're about people. With a team of over 1400 passionate individuals spread across twelve countries in Europe and Asia, we're all united by our love for innovation and teamwork.

Join us on this exciting journey as we continue to redefine the iGaming landscape, one groundbreaking solution at a time.

We are looking for a dedicated Training & QA Lead - Customer Support to join our team in Romania, Bucharest!

About the job:

We are in the early stages of building our Customer Support function and are looking for a Training & QA Lead with strong iGaming experience to help establish the foundations of a high-quality, compliant support operation. This is a hands-on role combining training delivery, day-to-day QA execution, and ownership of training and quality frameworks.

You will design and deliver onboarding and ongoing training programs to ensure support agents are ready to represent our brand, support players effectively, and meet regulatory requirements from day one. You will also perform regular QA reviews, identify performance trends, and provide clear, actionable feedback to drive continuous improvement.

A key part of this role is supporting and evolving our AI-powered support agents, ensuring AI responses, knowledge bases, and workflows remain accurate, compliant, and aligned with real player needs. Working closely with the Head of Customer Support, Product, and Compliance teams, you will help define training standards, QA criteria, and documentation while remaining deeply involved in day-to-day execution.

This role requires prior iGaming industry experience, strong regulatory and product knowledge, and a practical understanding of what high-quality customer support looks like in a fast-moving, highly regulated environment.

What You'll get to do:

• Design, build, and deliver onboarding and ongoing training programs covering product knowledge, tools, processes, compliance, and soft skills

• Own or co-own training documentation, SOPs, and knowledge base content, ensuring alignment between human agents, AI responses, and public help materials

• Adapt training content for multiple markets and languages, ensuring cultural relevance and regulatory compliance

• Establish and maintain training frameworks, QA scorecards, standards, and KPIs

• Conduct regular QA reviews, score interactions, identify trends, and provide structured coaching and feedback

• Track and analyze training and QA effectiveness using performance metrics and assessments

• Support and continuously train AI-powered support tools, including updating responses, workflows, and training data

• Ensure training and QA materials meet regulatory, audit, and traceability requirements (RG, KYC, GDPR)

• Collaborate with Customer Support, Product and Compliance teams on launches, changes, and improvements

• Deliver reports and insights to stakeholders on training progress, quality trends, and performance gaps

• Provide frontline support during peak periods when needed

What we’re Looking For:

• Proven experience in a training role within the iGaming industry (casino, sportsbook, or Proven experience in a training and/or QA role within the iGaming industry (casino, sportsbook, both)

• Hands-on experience performing QA evaluations and delivering structured feedback

• Strong knowledge of iGaming customer support operations, tools, and workflows

• Solid understanding of regulatory requirements (Responsible Gaming, KYC, AML, GDPR)

• Experience designing and delivering engaging training programs from scratch

• Experience working with knowledge bases, LMS platforms, or similar tools

• Strong analytical skills and confidence working with performance metrics and dashboards

• Excellent communication and presentation skills; fluent in English

• Self-starter comfortable building structure in an early-stage, fast-paced environment

Here's what we offer:

• Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.

• Hybrid work schedule is available after the first three months of employment, with up to 50 days of work from home per year.

• Benefit from two Free Fridays each year, limited to one per quarter.

• Daily catered lunch or monthly lunch allowance.

• Private Medical Subscription.

• Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.

• Access to an Employee Assistance Program through TELUS Health

Our office perks include parking, on-site massages, and frequent team-building activities in various locations. And did we mention our amazing office space complete with its own pool and gym?

At EveryMatrix, we're committed to creating a supportive and inclusive workplace where you can thrive both personally and professionally. Come join us and experience the difference!

EveryMatrix is a member of the World Lottery Association (WLA) and European Lotteries Association. In September 2023 it became the first iGaming supplier to receive WLA Safer Gambling Certification. EveryMatrix is proud of its commitment to safer gambling and player protection whilst producing market leading gaming solutions.