Analyst - Quality Assurance at Hardrockdigital — Hollywood, FL

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behaviour, and insight and strive to ensure we’re always acting authentically.

What's 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.

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