Analyst - Quality Assurance

Hard Rock Digital; Town of Florida (NY); On-site; USD 65,000 - 80,000; Full time

Job summary

Hard Rock Digital is seeking a Quality Assurance Analyst to join our Customer Operations team. You will monitor and evaluate player and internal interactions, scoring each interaction and delivering constructive feedback to management to improve service quality, tone, engagement, and compliance.

You will review a set number of interactions daily, provide actionable coaching, and help drive policy enhancements and performance improvements across the team.

Qualifications

• 1 year of Quality Assurance and/or compliance experience.
• Ability to manage multiple priorities with accuracy.
• Great attention to detail in evaluating interactions.
• Able to adapt to changing requirements and timelines.
• Collaborative team-focused mindset and proactive communication.
• Customer focus and a service-oriented approach.
• Strong listening and presentation capabilities.
• Experience in a contact center or gaming environment is a plus.

Responsibilities

• Actively participate in calibration sessions to ensure consistent ratings.
• Ensure quality and compliance standards align with regulations and policies.
• Identify opportunities to improve quality and compliance across the team.
• Meet daily, weekly, and monthly production and quality quotas for audits.
• Provide insights on behaviors and trends to drive process improvements.
• Collaborate with management to address issues and support coaching.
• Transcribe portions of interactions for coaching and reporting context.
• Work with Learning and Development to improve training content.

Skills

QA experience

Compliance

Attention to detail

Adaptability

Team collaboration

Customer focus

Listening skills

Presentation skills

Job description

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.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?

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

What are we looking for?

• As a regulated gaming company, you 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

Desirable Skills & Experience

• Excellent communications skills
• Critical thinking and problem solving1 year customer service or sales experience
• Experience working in a contact center environment
• Experience working in the gaming (sportsbook/casino) industry

What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• 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

Roster of Uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).