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

Requirements

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).