QA Lead (Operations)

Eldorado.gg is a leading marketplace for in-game items, accounts, and services, founded in 2018. Built by a team of 200+ professionals who care about speed, security and user experience. We support 400+ games such as Roblox, League of Legends and Fortnite, attracting more than 12+ million monthly visits and reaching a global audience every day. We value bold ideas, move fast and continuously push the boundaries of digital trading. Join us and be part of a team where your work makes a real impact!

We're creating a new role at Eldorado.gg: QA Lead (Operations), reporting directly to the COO. Our Operations teams - Customer Support, Trust & Resolution, and Risk & Fraud - are scaling fast, and each measures quality its own way. This role exists to build one framework across all three and run it independently. We're looking for someone who won't settle for manual sampling - automation and AI-assisted quality work should be part of how you think about this from day one.

POSITION BREAKDOWN

• Design QA frameworks from scratch for each operational domain: scorecards, sampling methodology, and quality definitions;

• Run independent audits of closed cases across Frontline Support, Trust & Resolution, and Risk & Fraud;

• Report accuracy and consistency by team and decision type, and track appeal-overturn rates;

• Run calibration sessions with Team Leads and Risk & Fraud Ops; measure and correct scoring drift between reviewers;

• Audit AI-handled support conversations and root-cause failures into content, routing, or model issues;

• Drive automation of the QA process - smarter sampling, LLM-assisted scoring, automated anomaly surfacing;

• Maintain a systemic defect log with owners and severity;

• Keep the decision-quality record used for regulatory review, dispute documentation, and vendor performance discussions.

WHAT MAKES YOU A GREAT FIT

• 2+ years in quality assurance within an operational, support, or trust & safety environment;

• Experience designing and owning a QA framework;

• Quality work across more than one domain - for example support and disputes, trust & safety, fraud, or compliance;

• Comfort auditing decisions, not only conversations - suspensions, refunds, dispute outcomes;

• Strong comfort working with data and turning results into actionable findings;

• Confidence getting to the data you need - whether by querying it yourself or scoping it clearly with our Data team;

• Genuine interest in automating quality work, including with LLMs;

• Independence: willingness to hold a position with people more senior than you when the data supports it;

• Structured thinking and comfort working without an existing playbook;

• Fluency in Lithuanian and English.

BONUS POINTS

• Hands-on SQL or similar for pulling your own samples and building reporting;

• Marketplace, fintech, payments, or gaming experience;

• Exposure to AI-handled support volume and its failure modes;

• Awareness of regulated operational contexts (DSA, AML, consumer protection);

• Experience building QA tooling or automation;

• Passion for video games and gaming culture.

PERKS & BENEFITS

• Growth opportunities: Access to an internal library, latest tools and technologies, professional conferences, and mentorship to level up your skills, opportunities for internal career growth;

• Health & wellbeing: Private health insurance after the probation period, additional sick days (no doctor’s note needed), and the option to join free volleyball games at Delfi Arena with colleagues;

• Office perks: Free parking, a fully stocked kitchen, Friday bun breakfasts, and a gaming room (table football, driving simulator, PS5, Xbox One); we’re pet-friendly and love team activities from game nights to sports events;

• Additional time off: Extra vacation days added annually (+1 day per year), with a cap of up to 10 additional days;

• Equity opportunities: Top-performing employees have the opportunity to be included in the generous company’s stock options program;

• Extra perks: Monthly top-ups for your Eldorado.gg account after probation, gifts for important life events, partner discounts, and referral bonuses;

• Hybrid work model: Built around an office-first mindset - 4 days in-office (Simbiocity, Vilnius) and 1 day remote.

GROSS SALARY

The salary range for this position is 3200€ - 4200€ gross per month, depending on your experience.

WHAT TO EXPECT NEXT

Shortlisted candidates will be contacted by our Talent Acquisition team and invited to complete the following stages: HR interview, hiring manager interview, and test task.