Quality Assurance Analyst - BetMGM

Company Description

Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. Were pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it’s your game. So let’s win together.

Job Description

As a Quality Assurance Analyst - BetMGM you will ensure that our Customer Service Team is consistently providing leading-class service to players across all BetMGM brands. You will work on evaluating and coaching agents, tracking improvement and meeting performance goals to maintain and continuously improve customer.

Reporting to the Quality Assurance Team Lead - BetMGM you will be part of the Customer Service Team, who are responsible for constantly evaluating and coaching our Agents, and by working closely with our Process s Content and Training teams to identify and fill any gaps in agent knowledge and training.

What You Will Do

• Complete QA Evaluations for Customer Service Agents to track and evaluate the performance of our Customer Service Team.
• Meet or exceed daily Key Performance Indicators (KPIs) and goals as defined by QA Leadership to drive continuous improvement.
• Collaborate with CS Team Leads to provide helpful tips, guidance, and coaching to assist Customer Service Agents in improving their performance.
• Conduct regular calibration meetings with QA Team and other stakeholders to ensure consistent and standardized evaluations are delivered consistently
  
  

Qualifications

• High quality and service awareness
• Excellent verbal, written, and interpersonal communication skills.
• Solid time management skills, reliability and accuracy
• Ability to work well under pressure & meet deadlines.
• Proactive and willing to take ownership.
  
  

Additional Information

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.

Depending on your role and location, you can expect to receive benefits like

• Healthcare support
• A stake in our success through our ShareSave scheme
• Great development opportunities
• Wellbeing support, and so much more.
  
  

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain, we do whats right. Its one of our core values and thats why were taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.

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