Customer Support QA Specialist – Onboarding & Training

About the role

Workanova is looking for a Customer Support QA Specialist to own the onboarding, training and development of support agents within its iGaming operation. You will ensure agents are fully certified and ready to handle customers independently while maintaining high quality standards.

Key responsibilities

• Design, deliver and manage the Customer Support onboarding and certification programme.
• Train agents on products, systems, SOPs, payments, KYC, escalation procedures and iGaming principles.
• Provide training on Responsible Gaming, AML, and player protection.
• Run nesting sessions, knowledge checks, assessments and refresher training.
• Convert QA findings and recurring errors into targeted training interventions.
• Maintain training records, skills matrices and certification status.
• Collaborate with Team Leaders and the QA Team on Personal Improvement Plans.
• Keep training materials aligned with current SOPs and the knowledge base.

Required profile

• Minimum 1 year experience in Customer Support QA, training or operations, preferably in iGaming.
• Practical understanding of iGaming, Responsible Gaming, AML, KYC and player protection.
• Experience training or coaching Customer Support teams.
• Strong communication and presentation abilities.
• Excellent attention to detail and organizational skills.
• Fluent English; additional languages (Arabic, French, German, Spanish) are a plus.

Required skills

What we offer

• Competitive salary with performance‑based incentives.
• Office‑based work environment in a collaborative, international team.
• Ongoing training and professional development opportunities.
• Career growth prospects within the iGaming industry.
• Happy Fridays and regular team engagement activities.