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Customer Service Quality Assurance Analyst

Entain — Austria · Posted ~1 day ago

Mid Hybrid

Skills

quality assurance customer service evaluation agent coaching performance tracking quality calibration cross-functional collaboration training gap analysis

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Summary

Help raise service quality across a customer support operation by evaluating interactions, coaching agents, tracking performance, and identifying knowledge or training gaps. You will work with team leaders and cross-functional partners to standardize assessments and drive continuous improvement.

Highlights

Hybrid work, opportunities to coach and develop customer service teams, and close collaboration with training, process, and content specialists.

Description

Job DescriptionThis is a hybrid role. As a Quality Assurance Analyst - BetMGM you will ensure that our Customer Service Team is providing leading-class service to players across all BetMGM brands. You will evaluate and coach agents, tracking improvement and meeting performance goals. Reporting to the Quality Assurance Team Lead - BetMGM, you will be part of the Customer Service Team. This team always evaluates and coaches our Agents. By working with our Process, Content, and Training teams, you will identify and fill any gaps in agent knowledge and training. You Will: Complete QA Evaluations for Customer Service Agents to track and evaluate the performance of our Customer Service Team.Exceed daily goals and goals as defined by QA Leadership to improve.Collaborate with CS Team Lead to provide helpful tips and guidance to assist Customer Service Agents in improving their performance.Conduct regular calibration meetings with QA Team and other partners to ensure standardized evaluations are delivered.