Quality Assurance Analyst - BetMGM

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.

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 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.