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QA & Training Lead (Customer Support)

il y a 2 semaines

Reims, Grand Est, France Growe - LinkedIn Postings Temps plein

Growe is a leading business advisory and services group in iGaming and Entertainment. We are creators of strategies that work and solutions that scale. Combining strategic vision with hands-on expertise, we help businesses navigate the fast-evolving industry, seize new opportunities, enter new markets, and achieve sustainable growth.

Our expertise spans across key areas: from business and brand strategy development to market research, marketing solutions, IT customization, organizational structuring, and talent management. We partner with our clients to turn challenges into competitive advantages, ensuring successful market entries and long-term global expansion.

At Growe, there are no limits to our ambitions We boldly break stereotypes and strive for unparalleled achievements in an ever-changing industry.

Are you ready to grow with us?

Growe welcomes those who are excited to:

  • Define and implement QA frameworks, policies, and best practices tailored to gambling regulations and compliance;

  • Ensure testing and quality standards meet regulatory requirements (e.g., RNG certification, responsible gaming, AML/KYC flows);

  • Lead, mentor, and grow a team of QA and trainers across multiple regions in the customer support department;

  • Allocate resources effectively between projects (casino, sportsbook, payments, CRM, etc.);

  • Provide training on tools, methodologies, and compliance standards relevant to gambling products;

  • Ensure thorough testing of payment gateways, bonus systems, game mechanics, RNG fairness, and user journeys;

  • Monitor test coverage and ensure defects are tracked, prioritized, and resolved before release.

We need your professional experience:

  • 5+ years of experience specializing in Customer support/Quality Assurance;

  • 2+ years of experience in people management (must have);

  • Strong background in setting up and improving QA frameworks, flows, and communication standards for support teams;

  • Hands-on experience with CSAT monitoring, QA scorecards, and driving measurable improvements in customer satisfaction;

  • Expertise in onboarding and training programs for customer support agents, including the development of soft skills and product knowledge;

  • At least Upper-intermediate level of English (written and spoken).

We appreciate if you have those personal features:

  • Excellent communication skills: able to build trust, connect with people quickly, and clearly convey feedback or ideas;

  • Leadership and coaching: inspires the team, supports growth, and creates a culture of quality and accountability;

  • Autonomy and self-organization: works independently without micromanagement, makes confident decisions, and manages priorities effectively;

  • Proactivity and strategic mindset: brings new ideas, identifies improvements, and drives innovative solutions into processes.

We are seeking those who align with our core values:

  • GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;

  • DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;

  • BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.

What we offer:

  • Medical insurance and financial aid;

  • Benefit Cafeteria (compensation for the gym/stomatology/psychological service & etc.);

  • 100 % paid sick leaves;

  • Paid vacation;

  • Annual salary review (based on performance);

  • Quarter bonuses according to the company's policy;

  • Individual annual training budget which allows to visit paid conferences, training sessions, English lessons, workshops, etc.;

  • Growe University (Leadership Programs, Knowledge sharing, Webinars, etc.);

  • Personal development plan;

  • Corporate events and team-building activities;

  • Growe Care (Well-being Program);

  • Free lunches at the office.