QA Analyst - Customer Experience & Compliance (Remote)

Hard Rock Digital; Atlantic City (NJ); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Hybrid/remote work environment

Flexible vacation allowance

Competitive pay and benefits

Job summary

Hard Rock Digital seeks a Quality Assurance Analyst within its Customer Operations team to monitor and evaluate player and internal interactions. You will score interactions, provide actionable feedback, and collaborate with management to improve quality, tone, compliance, and efficiency across daily operations.

The role emphasizes calibration, adherence to gaming regulations, and the ability to drive continuous improvement.

Qualifications

• 1 year of QA and/or compliance experience.
• Regulated gaming environment experience preferred.
• Ability to manage multiple priorities with attention to detail.
• Customer-focused with strong listening and presentation skills.

Responsibilities

• Actively participate in calibration sessions to ensure rating consistency.
• Ensure quality and compliance standards align with regulations and policies.
• Identify opportunities for quality and compliance improvements across the team.
• Meet daily, weekly, and monthly production and quality quotas for audits.
• Provide insights on behaviors and patterns to help management improve processes.
• Collaborate with management to prevent and manage issues as they arise.
• Support company goals, team members, and the customer experience.
• Coach customer service and sales agents biweekly.
• Engage in Ad Hoc projects as needed.
• Present quality reports and trends to management.
• Suggest process improvements to enhance customer experience.
• Identify opportunities to improve consumer understanding during interactions.
• Report on scores, trends, and infractions related to standards.
• Transcribe interactions to provide context for coaching and reporting.

Skills

Attention to detail

Prioritization

Collaborative mindset

Customer focus

Active listening

Presentation skills

Adaptability

Job description

Hard Rock Digital seeks a Quality Assurance Analyst within its Customer Operations team to monitor and evaluate player and internal interactions. You will score interactions, provide actionable feedback, and collaborate with management to improve quality, tone, compliance, and efficiency across daily operations.

The role emphasizes calibration, adherence to gaming regulations, and the ability to drive continuous improvement.