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.

• At least 1 to 2 years of experience working as a Quality Assurance Analyst within the BPO industry
• High quality and service awareness
• Reliability and accuracy

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire our best. Join us, and a great compensation package is just the beginning.

Depending on your role and location, you can expect to receive benefits like

• Healthcare support
• A stake in our success through our ShareSave scheme
• Great development opportunities
• Well-being support, and so much more.

Outside of this, you'll have the chance to turn recognition from leaders and colleagues into amazing prizes. You'll also join a winning team of experienced people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

Equal Opportunities.

We're committed to creating a diverse, equitable and inclusive workplace where everyone feels valued, respected and able to be themselves.

We're an equal opportunities employer. We welcome applications from everyone and we do not discriminate based on race, colour, nationality, ethnic or national origin, religion or belief, sex, gender identity or expression, sexual orientation, age, disability, marital or civil partnership status, pregnancy or maternity, or any other status protected by law.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.