Top 5 Quality assurance analyst Jobs in Opa Locka, Fl

Analyst - Quality Assurance
Hard Rock Digital —Hollywood, FL
- Full-time
- Hybrid work
- Sales
- Mid-level
- Continuous improvement
- Employee discount
- Opportunities for advancement
Quick Apply
Quality Assurance Analysts
APPS CONSULTANTS —Hollywood, FL
- Multiple hires
- Pass drug screening
- Mid-level
- Office
- Disability insurance
- Health insurance
Contact Center Quality Analyst 1 (H)
University of Miami —Medley, FL
- Full-time
- Remote
- Bilingual
- High school diploma or GED
- 1 year
- Health insurance
- Dental insurance
10d
Senior Quality Assurance Systems Analyst
Merieux NutriSciences —Miami, FL
- $64,000 - $74,000 a year
- Full-time
- Bachelor of Science
- Office
- Databases
- Health insurance
- Dental insurance
12d
Product Safety Assurance Analyst - Perishables, Product Safety Assurance Team, Worldwide Grocery Stores (WWGS), Whole Foods Market NA
Amazon.com Services LLC —Fort Lauderdale, FL
- $74,200 - $142,800 a year
- Full-time
- Customer service
- Office
- 3 years
- AD&D insurance
- Relocation assistance
4d

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Analyst - Quality Assurance

Hard Rock Digital -
Hollywood, FL

Quick Apply

Job Details

Full-time

Benefits

Employee discount
Opportunities for advancement

Qualifications

Optimizing workflow processes
Sales
Casino experience
Transcription quality control
Customer satisfaction tracking
Performance Reporting
Performance feedback (performance evaluation method)
Mid-level
Quality reports
Quality control data reporting
Compliance monitoring
Quality assurance audits
Professional development support
Continuous improvement
Task prioritization
Team training
Sales coaching
Customer engagement
Quality improvement
Call monitoring
Casino compliance and regulation
Management reporting
Quality audits
Quality control communication
1 year
Customer satisfaction improvement

Full Job Description

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behaviour, 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, the new 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

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
Employee Discounts
Advancement opportunities
Start-up culture backed by a secure, globally recognized brand.
Opportunity to drive a best-in-class customer experience for the Hard Rock Digital community

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).

Quick Apply

Refine Your Search

quality assurance analyst jobs in opa locka, fl

Analyst - Quality Assurance

Quality Assurance Analysts

Contact Center Quality Analyst 1 (H)

Senior Quality Assurance Systems Analyst

Product Safety Assurance Analyst - Perishables, Product Safety Assurance Team, Worldwide Grocery Stores (WWGS), Whole Foods Market NA

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