QA Analyst

Hard Rock Digital•Atlantic City, NJ

14h

About The Position

The QA Analyst sits within Hard Rock Digital’s Customer Operations team and reports to the Quality Assurance Manager. The role monitors and evaluates player and internal interactions handled by customer operations team members, assessing service quality, tone, engagement, compliance, and efficiency. The analyst reviews and scores a predetermined number of interactions, then provides constructive feedback and reporting to support professional growth, policy improvements, and performance development. The role also works with management and Learning and Development to identify trends, improve processes, strengthen training, and enhance the customer experience. A gaming license issued by the appropriate state agency may be required as a condition of employment.

Requirements

At least 1 year of Quality Assurance and/or compliance experience.
Ability to manage multiple priorities.
Strong attention to detail.
Ability to manage ambiguity and adapt to change.
Collaborative, team-focused mindset.
Customer focus.
Strong listening and presentation skills.

Nice To Haves

Excellent communication skills.
Critical thinking and problem-solving skills.
At least 1 year of customer service or sales experience.
Experience working in a contact center environment.
Experience working in the gaming industry, such as sportsbook or casino.

Responsibilities

Participate in team calibration sessions to help ensure consistency in ratings.
Ensure quality and compliance standards align with industry regulations and company policies.
Identify and support opportunities to improve quality and compliance across the team.
Meet daily, weekly, and monthly production and quality quotas for interaction audits.
Share insights on behaviors, patterns, quality, and compliance with management to improve processes and develop team members.
Collaborate proactively with management to prevent and manage issues.
Objectively support the company, team members, and consumer experience.
Coach customer service and sales agents biweekly.
Complete ad hoc projects as needed.
Meet with management to present and discuss quality reports, trends, and performance.
Suggest process improvements that support an exceptional consumer experience and team member satisfaction.
Identify and report opportunities 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 for coaching and reporting context.
Work with the Learning and Development team to identify areas for improvement in training experiences or content.