Casumo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join us at Casumo, where you are invited to be your authentic YOU-MO!

Company Overview:
Welcome to Casumo, your passport to a world of fun, excitement, and responsible gaming. We're an international online casino company with a knack for creating unforgettable gaming experiences. Our secret sauce? A blend of innovation, security, and a dash of playful charm.
Nowadays, we're on the hunt for an analytical & improvement-driven Process Controller & Quality Specialist!

Position Overview:
We are looking for a Process Controller & Quality Specialist to optimize workflows, ensure quality standards, and enhance overall service performance. In this role, you will identify process inefficiencies, analyze operational data, and drive continuous improvement initiatives that elevate both agent performance and customer experience.

You will act as a key link between operational processes and front-line teams, ensuring that improvements are effectively implemented and sustained. Through audits, quality evaluations, and coaching, you will help maintain high standards across all customer touchpoints.

Responsibilities:

• Document and maintain process maps and control plans to reflect current workflows and quality standards.

• Identify process inefficiencies using Lean methodologies and perform root cause analysis.

• Conduct quality evaluations and process audits to ensure compliance with company policies and procedures.

• Analyze operational and quality data to identify trends, risks, and improvement opportunities.

• Provide coaching and feedback to agents, supporting performance and service quality improvements.

• Develop and support training initiatives to enhance team capabilities.

• Define, monitor, and report on process and quality metrics to stakeholders.

• Collaborate with cross-functional teams to implement and document process improvements

• Monitor customer interactions and satisfaction data to drive service enhancements.

• Contribute to continuous improvement initiatives, including Lean Six Sigma projects.

• Ensure consistent service quality across all channels through clear standards and guidelines.

Requirements:

• 2–3 years of experience in process improvement, quality assurance, or operations (BPO/gaming is a plus)

• Strong understanding of operational processes and supporting technologies

• Knowledge of Lean, Kaizen, process mapping, or value stream mapping (VSM) is highly desirable

• Experience with data analysis, reporting, and quality management tools

• Strong analytical and problem-solving skills with a proactive mindset

• Excellent communication and stakeholder management skills

• Experience in coaching, training, or developing team performance

• High attention to detail with the ability to manage multiple priorities in a fast-paced environment

• Ability to work both independently and collaboratively

• Strong proficiency in Microsoft Office and data tracking tools

Think we're a good match? Apply now!

The Perks (Macedonia Office):

Being a part of the Casumo group provides an unparalleled experience. You’ll find yourself surrounded by the brightest minds within the most inspiring and collaborative office spaces! In addition to that, you’ll enjoy:

• Private health insurance

• Wellness incentives, including a fitness allowance and mental well-being services

• 2 weeks Work From Anywhere (10 days), increased to 4 weeks (20 days) after longer duration of employment within the Company: explore the world while working remotely

• Office lunches - three times per week

• Access to some of the greatest tools and platforms for developing your professional skills and building success within your role

• A range of training courses, known as Casumo College, for continuous learning and growth

• Social events for building strong relationships with colleagues from all across the organisation
  
  

Our ABC values:

ASPIRE
At Casumo, "aspire" means pushing beyond the ordinary and transforming obstacles into stepping stones. Challenges are our breakfast of champions, and comfort zones are out of bounds. Mediocrity? Left behind. Our mantra? Dream big, aim high, and always be ready for the next adventure in innovation.

BELIEVE
Belief at Casumo isn't just a feel-good sticker; it's the glue that binds us. Turning "me" achievements into "we" victories, we're a tight-knit crew of dreamers, doers, and relentless supporters. With a high-five arsenal and a trusty cheerleading squad, we're on a mission to prove that together, we're not just strong; we're Casumo strong.

CARE
Care is our secret ingredient, the cherry on top of our game. It's not only about ensuring our players have a blast (responsibly, of course); it's about weaving a fabric of support so tight, even the toughest challenges can't tear us apart. From tailoring player experiences to being there for each other, we're all about creating memorable moments.