QA Analyst

About Hard Rock Digital

Position overview

Responsibilities

• Participate in calibration sessions; ensure quality and compliance standards align with industry regulations and company policies.
• Identify quality and compliance improvements and meet daily, weekly, and monthly interaction-audit quotas.
• Share insights on behaviors, patterns, and compliance with management; collaborate to prevent and manage issues.
• Coach customer service and sales agents biweekly; present quality reports and performance trends to management.
• Suggest process improvements and identify opportunities to improve consumer understanding and awareness.
• Report quality scores, trends, and infractions; transcribe interaction excerpts for coaching and reporting.
• Work with Learning and Development to identify improvements to training experiences or content; complete ad hoc projects as needed.

What we're looking for

• One year of quality assurance and/or compliance experience.
• Ability to manage multiple priorities, attention to detail, adaptability, and comfort with ambiguity.
• Collaborative, team-focused mindset and customer focus; strong listening and presentation skills.
• Excellent communication, critical thinking, and problem-solving skills are desirable.
• One year of customer service or sales experience, contact center experience, and sportsbook or casino experience are desirable.
• A gaming license from the appropriate state agency may be required as a condition of employment.

Workplace

• The employer describes its working environment as hybrid / remote; the posting does not specify which arrangement applies to this role.

Benefits and culture

• The employer offers competitive compensation and benefits, a flexible vacation allowance, and describes a startup culture backed by a secure global brand.
• The employer emphasizes an inclusive environment where staff can contribute authentically.