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Quality Assurance Associate

2 months ago

Jersey City, New Jersey, United States BetMGM Full time
About Us

BetMGM is a leading online gaming company that is revolutionizing the industry with its innovative products and services. We are a partnership between two powerhouse organizations, MGM Resorts International and Entain Group, and we are committed to delivering the best quality gaming experiences to our customers.

We believe that each employee plays a unique role in our company's success, and we strive to create a culture of empathy and inclusivity where everyone feels valued and heard. We are committed to building a product and workplace that reflect the communities we serve, and we approach our work with a fearless attitude, taking responsibility when we make mistakes and learning from them.

We were recognized as one of Glassdoor's "Best Places to Work" and we are proud of our commitment to our employees and our customers.

Responsibilities
  • Participate in calibration sessions with Risk Leads to ensure a uniform QA grading process
  • Provide feedback to Risk Leads and Trainers for coaching opportunities and process improvement
  • Prepare detailed reports highlighting key areas of improvement needed in Agent reviews
  • Develop quality assurance standards and company processes
  • Ensure our agents meet customer expectations and demands
Essential Functions
  • Must be able to stand or sit and operate computers and other technological devices for extended periods of time
Qualifications
  • Bachelor's degree or equivalent work experience
  • High quality and service awareness
  • Excellent verbal, written, and interpersonal communication skills
  • Solid time management skills
  • Reliability and accuracy
  • High analytical thinking
  • Ability to work well under pressure and meet deadlines
  • Proactive and willing to take ownership
  • MUST be detail-oriented
  • Strong analytical and problem-solving skills
Additional Requirements

We seek self-sufficient and driven individuals to join our Customer Care and Risk Team at BetMGM. We are looking for individuals who are thrilled by challenge and rise to it by performing in a fast-paced, innovative, and diverse environment.

The starting hourly pay rate for this position is $20.58, and factors such as geography, skills, education, experience, and other qualifications may affect starting pay. This position is also eligible for participation in a performance-based bonus plan.

BetMGM is an Equal Opportunity Employer and we provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status.

We understand that each employee plays a unique role in our company's success, and we are committed to creating a culture of inclusivity and belonging. If your experience looks a little different from what we've identified and you think you've got what it takes, we'd love to learn more about you.