DontApply.Club
Login Register

Quality Assurance Analyst

Entain — Austria · Posted ~1 day ago

Mid Full-time Hybrid

Skills

quality assurance performance evaluation customer service quality coaching process improvement

🔓 Log in to save this job, tailor your resume & track your apply process — 7 days free, no card needed.

Log in to add to target list

Summary

A customer-focused organization is seeking a quality assurance analyst to evaluate service interactions, coach team members, identify knowledge gaps, and support continuous improvement initiatives. The role requires strong attention to detail, communication skills, and a commitment to service excellence.

Highlights

Opportunity to improve customer service quality through evaluation, coaching, and collaboration with multiple teams. The role focuses on performance improvement and operational excellence.

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.