Analyst - Quality Assurance

Hard Rock Digital • Hollywood, FL

7h

About The Position

Our Quality Assurance Analyst sits within our Customer Operations team, reporting to the Quality Assurance Manager. As a Quality Assurance Analyst, you will play a fundamental role in our team by monitoring and evaluating the player and internal contacts conducted by our customer operations team members. By carefully analyzing player interaction, analysts will help drive improvements in service skills such as quality, tone, engagement, compliance, and efficiency. Analysts will be responsible for reviewing a predetermined number of interactions daily, accurately scoring each, and providing valuable and constructive feedback to our management team to facilitate professional growth, policy enhancement and performance improvement.

Requirements

• 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.
• 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

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

Benefits

• Competitive pay and benefits
• Employee Discounts
• Advancement opportunities
• Start-up culture backed by a secure, globally recognized brand.
• Opportunity to drive a best-in-class customer experience for the Hard Rock Digital community

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed