Head of LnD + Q (Head of Performance)

TrueGroup is seeking an experienced Head of L&D & Q (Head of Performance) to build and scale quality and learning ecosystems across Customer Support and VIP & Sales teams. This role focuses on establishing quality standards, training frameworks, and performance improvement systems to ensure exceptional customer experience and continuous team growth. You will work at the intersection of operations, analytics, and people development, turning insights into measurable impact.

• Establish and continuously improve QC processes across Customer Support and VIP & Sales teams, ensuring transparency, consistency, and measurable outcomes
• Select, implement, and own a third-party QC automation tool, including configuration, integrations, documentation, and internal training
• Ensure statistically valid QC sampling frameworks across teams and individuals
• Drive calibration across Quality Managers by defining clear evaluation standards and minimizing subjectivity
• Develop and maintain clear quality guidelines and standards
• Leverage QC analytics to identify systemic issues, optimize workflows, and improve customer experience
• Build continuous feedback loops via workshops and 1:1 sessions
• Own the full Learning & Development cycle from onboarding to ongoing upskilling
• Lead LMS rollout and evolution, including course design and scalable learning paths
• Design and implement QC frameworks for B2B clients
• Act as business owner for internal QC tool development

• 4+ years of experience in QC, Learning & Development, or Performance roles within Customer Support / Sales / iGaming / Tech environments
• Proven experience in building QC frameworks and training systems from scratch or scaling existing ones
• Strong analytical mindset with ability to turn data into actionable insights
• Experience with QC tools, LMS platforms, and performance tracking systems
• Experience managing teams (QC, Training, or Performance)
• Strong stakeholder management and cross-functional collaboration skills
• Ability to structure processes, documentation, and scalable systems
• Excellent communication skills in English (Upper-Intermediate or higher)
• Experience in B2B environments or building client-facing processes is a strong plus

• Flexible working hours and remote work setup
• Unlimited vacation days and paid sick leave
• Competitive compensation reflecting skills and expertise
• Employee referral bonus and gifts for special occasions
• 50% financial support for learning and development expenses
• Positive work atmosphere with respect and belonging
• Team-building activities
• Wellness benefits including yoga classes and gym memberships
• Co-working space reimbursement