What are we building?
Hard Rock Digital is a fiercely focused team working to become the best online sportsbook, casino, and social gaming company in the world. We're building a deeply curious team with a passion for learning, operating, and building new products and technologies for millions of consumers. We're customer-obsessed — we care about each customer interaction, experience, behavior, 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, 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 solving
1 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
Flexible vacation allowance
A hybrid / remote working environment
Startup culture backed by a secure, global brand
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).