Analyst - Quality Assurance

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
• 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

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
• Collaborative team focused mindset
• Customer focus
• Strong listening and presentation skills

Qualifications

• Desirable Skills & Experience: 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

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

Pay

TBD

Schedule

TBD