Senior Quality Assurance Specialist (Customer… at Super… · Greece

We are on a mission to pioneer the world’s next era of play. As we grow across Europe and Latin America, we’re building The Playstack - the technology powering the next generation of sports, gaming, and fan experiences. Join us, and help make it the most widely used platform in the world! From operations, to marketing, to product, we are looking for talented people who will shape how millions of customers play, watch, and connect every day. We are looking for a QA Senior Specialist to join Super's Customer Support function, focused on improving quality across customer interactions through process integrity, communication standards, regulatory compliance, and coaching effectiveness. This role combines hands-on quality monitoring with data-driven insight and cross-functional collaboration to drive measurable improvements in support performance.

What the role involves

Quality Monitoring & Compliance

• Evaluate and score customer interactions across chat, phone, and other channels against quality and compliance standards
• Ensure support interactions comply with internal policies and applicable gambling regulations
• Proactively identify risk-related issues and escalate when necessary

Coaching & Development

• Provide constructive feedback and coaching to Customer Support Team Leaders to improve performance and quality
• Partner with Team Leaders to identify training needs and support continuous development
• Help define best practices for communication and service excellence

Quality Processes & Analytics

• Analyse QA data and support KPIs, extracting insights and trends
• Generate regular reports and present actionable insights to stakeholders

Automation & Tools

• Drive QA execution through designated tools and propose opportunities for automation to reduce manual effort
• Maintain QA dashboards, scoring systems, and documentation in alignment with team objectives

What we are looking for

• 5+ years in customer operations and/or 3+ years in quality assurance, preferably in iGaming, regulated financial services, or tech-enabled customer operations
• Demonstrated experience with QA evaluation frameworks, coaching, analytics, and compliance monitoring
• Depth of QA expertise in customer operations with measurable impact on support performance
• Strong analytical skills with the ability to interpret performance data and translate it into recommendations
• Excellent communication and interpersonal skills for feedback delivery and cross-functional collaboration
• Familiarity with QA tools, CRM systems, and reporting tools
• Ability to independently drive processes and take ownership of quality outcomes
• Strong judgement in coaching, escalation handling, and compliance interpretation
• Fluent in Greek and English, both written and spoken

Nice to have

• Experience with QA automation tools or scripting to support QA workflows
• Knowledge of compliance systems used in EU-regulated gambling markets
• Background in large-scale support operations

What we offer

• Medical / Health Insurance
• Open Annual Leave
• Employee Assistance Programme
• Training & Learning Development

Additional benefits vary by country and will be shared during the hiring process.

About Super

We are a global technology group, dedicated to building the future of entertainment and fan-centric experiences. With commercial markets in Brazil, Belgium, Poland, Romania, Greece and Serbia, and a network of offices across Spain, Croatia, Malta, Gibraltar, the Netherlands and the UK, we are a truly international organization. Our purpose at Super has evolved from sports and betting into creating the platform that stretches into the wider world of technology-driven entertainment. With a growing and diverse team of more than 5,000 people, we create immersive, responsible, and personalised experiences for millions of customers worldwide.

Shaping the Future of Play

Everything we do at Super is rooted in doing what is right: for customers, for each other, and for our long-term vision. Our Culture Manifesto is our North Star. It captures our purpose, mission, and the six core beliefs that shape how we think, make decisions, and act every day. Want to explore our culture in more detail? Visit our careers page: http://super.xyz/careers

Super is committed to the highest standards of compliance, safety, and responsibility. As such, we are active members of the International Betting Integrity Association (IBIA) and the European Gaming & Betting Association (EGBA).

At Super, we operate as a high-performing team. We hire and grow talent based on ability and potential, regardless of background and identity because we know diverse perspectives, drive better performance.