Operations QA Specialist – Automation & AI Focus

About the role

Eldorado.gg is seeking an Operations QA Specialist to design and own quality‑assurance frameworks across its Customer Support, Trust & Resolution, and Risk & Fraud teams. You will combine data‑driven analysis with automation and AI‑assisted tools to ensure consistent decision quality and regulatory compliance.

Key responsibilities

• Build QA frameworks from scratch for each operational domain, including scorecards, sampling methodology, and quality definitions.
• Conduct independent audits of closed cases, report accuracy, consistency, and appeal‑overturn rates.
• Run calibration sessions with team leads to correct scoring drift and improve reviewer alignment.
• Audit AI‑handled support conversations, identify root‑cause failures, and feed findings back to model teams.
• Drive automation of the QA process using smarter sampling, LLM‑assisted scoring, and automated anomaly detection.
• Maintain a defect log with owners, severity, and track remediation.
• Prepare decision‑quality records for regulatory review, dispute documentation, and vendor performance discussions.

Required profile

• 2+ years of quality‑assurance experience in an operational, support, or trust & safety environment.
• Proven ability to design and own a QA framework across multiple domains.
• Comfort auditing decisions such as suspensions, refunds, and dispute outcomes.
• Strong data analysis skills and ability to turn results into actionable insights.
• Fluency in Lithuanian and English.

Required skills

• SQL (or similar) for data extraction and reporting.

What we offer

• Growth opportunities with access to an internal learning library.
• Chance to work on cutting‑edge AI‑assisted quality processes in a fast‑growing gaming marketplace.