QA Analyst

Hard Rock Digital • Atlantic City, NJ

2d

About The Position

The QA Analyst is part of 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, helping improve service quality, tone, engagement, compliance, and efficiency. The analyst reviews a predetermined number of interactions each day, scores them accurately, and provides constructive feedback to management to support professional growth, policy improvements, and performance development.

The position also involves reporting quality trends and compliance findings, coaching customer service and sales agents, collaborating with management and Learning and Development, and suggesting process improvements that support excellent customer experiences and team member satisfaction. As a regulated gaming company, Hard Rock Digital may require the successful candidate to obtain a gaming license from the appropriate state agency as a condition of employment.

Requirements

• At least 1 year of Quality Assurance and/or compliance experience.
• Ability to manage multiple priorities.
• Great attention to detail.
• Ability to manage ambiguity and adapt to change.
• Collaborative, team-focused mindset.
• Customer focus.
• Strong listening and presentation skills.
• May be required to obtain a gaming license issued by the appropriate state agency as a condition of employment.

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 (sportsbook/casino) industry.

Responsibilities

• Participate in team calibration sessions to 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 and customer experiences.
• Meet daily, weekly, and monthly production and quality quotas for interaction audits.
• Provide management with insights into behaviors, patterns, and quality compliance 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 and performance trends.
• Suggest process improvements that support an exceptional consumer experience and team member satisfaction.
• Identify and report opportunities to improve consumer understanding and awareness during interactions.
• Report quality scores, trends, and infractions against company and quality standards.
• Transcribe portions of interactions accurately to provide context for coaching and reporting.
• Work with the Learning and Development team to identify improvements to training experiences or content.

Benefits

• Competitive pay and benefits.
• Flexible vacation allowance.
• Hybrid or remote working environment.
• Startup culture backed by a secure, global brand.
• An inclusive work environment that encourages employees to be authentic and bring their talents to work.

What This Job Offers

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