Analyst - Quality Assurance

Hard Rock Digital•Atlantic City, NJ

22h

About The Position

Hard Rock Digital is building the best online sportsbook, casino, and social gaming company in the world, focusing on creating products and technologies for millions of consumers. The Quality Assurance Analyst is part of the Customer Operations team and reports to the Quality Assurance Manager. This role is fundamental in monitoring and evaluating player and internal contacts handled by customer operations team members. The analyst will analyze player interactions to drive improvements in service skills such as quality, tone, engagement, compliance, and efficiency. Responsibilities include reviewing a set number of interactions daily, scoring them accurately, and providing constructive feedback to management for professional growth, policy enhancement, and performance improvement.

Requirements

1 year of Quality Assurance and/or compliance experience
Ability to manage multiple priorities
Great attention to detail
Able to manage ambiguity and adapt to change
A collaborative team focused mindset
Customer focus
Strong listening and presentation skills
As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment.

Nice To Haves

Excellent communications skills
Critical thinking and problem solving
1 year customer service or sales experience
Experience working in a contact center environment
Experience working in the gaming (sportsbook/casino) industry

Responsibilities

Actively participate in team calibration sessions to ensure consistency in ratings
Ensure our quality and compliance standards are in line with industry regulations and company policies
Identify and support opportunities for quality and compliance improvement across the team that lead to excellent customer experiences
Meet daily, weekly, and monthly production and quality quota for interaction audits
Provide insight on behaviors, patterns, and quality compliance to management with the intention of improving processes and developing the team members
Proactively collaborate with management to prevent and manage issues as they arise
Objectively support the company, team members, and consumer experience
Coach customer service and sales agents biweekly
Ad Hoc projects as needed
Meet with management to present and discuss quality reports and trends performance
Suggest process improvements to foster an exceptional consumer experience and overall team member satisfaction
Identify and report on areas of opportunity to maximize consumer understanding and awareness during interactions
Report quality scores, trends, and infractions in relation to company and quality standards
Accurately transcribe portions of interactions to provide context and detail for coaching and reporting purposes
Work closely with the Learning and Development team to highlight areas of improvement in training experience or content