QA Analyst

About This Role

This Quality Assurance Analyst role is within the Customer Operations team, reporting to the Quality Assurance Manager. The analyst monitors and evaluates player and internal contacts made by customer operations team members, analyzing interactions to drive improvements in service skills such as quality, tone, engagement, compliance, and efficiency.

Responsibilities

• Actively participate in team calibration sessions to ensure consistency in ratings
• Ensure 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

Requirements

• 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 have:

• 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