Looking for a job

Илья User

@user542

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I improve AI support quality and resolve complex payment and customer issues in iGaming.

Belarus

Message

What I'm looking for

I'm looking for a remote iGaming QAAI Support Specialist role where I can evaluate AI support quality, improve prompts and knowledge bases, analyze customer interactions, and help raise CSAT.

I'm currently managing payment reconciliation and complex client issues at TrustRDP, monitoring high-risk transaction flows, investigating failures and suspicious activity, and using customer feedback to improve CSAT.

Previously, I evaluated an LLM-based support assistant across 500+ real dialogues, identified hallucinations and broken scenarios, refined prompts and knowledge-base content, and shared Accuracy and CSAT insights with Support, Product, and development teams.

Experience

Work history, roles, and key accomplishments

Current

Payment Support / Reconciliation Specialist

Current

TrustRDP

Jan 2026 - Present (8 months)

Managed end-to-end control of incoming and outgoing payments in the high-risk gambling sector, monitored transaction flows, and analyzed user complaints to recommend process improvements. Prepared daily and weekly financial reports and escalated critical cases to management.

Payment Reconciliation High Risk Processing Transaction Monitoring Financial Reporting Customer Support CSAT Improvement Escalation Management

Affiliate Manager → Team Lead Media Buyer

Syndicate Group

Jun 2025 - Mar 2026 (9 months)

Started as Affiliate Manager managing partner lifecycle, then promoted to Team Lead Media Buyer leading a team and controlling KPIs. Developed and executed advertising strategies for iGaming products on Facebook and TikTok, managing budgets of $20,000+ per month.

Affiliate Management Media Buying Team Leadership KPI Management Facebook Ads TikTokAds Budget Management Campaign Analysis Partner Onboarding Postbacks

AI Support QA

iGaming Product Team

Sep 2025 - Dec 2025 (3 months)

Participated in the pilot launch of an LLM-based AI-assistant for customer support, conducting manual quality evaluation of AI responses across 500+ real dialogues. Identified systemic errors, fine-tuned prompts, and prepared weekly reports on Accuracy and CSAT metrics.

AI Agent Evaluation Conversation Analysis error detection Prompt Engineering Knowledge Base Management Case Categorization Escalation Management CSAT Metrics Reporting

Sales Specialist

Coca-Cola Belarus

Nov 2024 - Mar 2025 (4 months)

Developed and implemented customized offers to attract and retain corporate and retail clients in Minsk. Conducted negotiations, finalized contracts, and analyzed customer needs to refine sales approaches.

B2B Sales Contract Negotiation Customer Retention Offer Creation Customer Needs Analysis Sales Reporting

Sales Manager

Moskovsky

Jul 2023 - Oct 2024 (1 year 3 months)

Developed and executed sales strategies in the Adult and iGaming verticals, conducted negotiations, and finalized contracts with key clients. Analyzed customer objections and structured typical queries to develop communication scripts and FAQs.

Sales Strategy B2B Sales Contract Negotiation Objection Handling Scripted Communication FAQ Development Sales Reporting Financial Analysis