Customer Service Quality Assurance Supervisor
Updated on 11/13/2023

501-1,000 employees

Digital sports media and betting platform
Company Overview
theScore, a subsidiary of PENN Entertainment, stands out as a leader in the sports media and betting industry, boasting one of North America's most popular sports apps that provides personalized live scores, news, and betting information. The company's competitive edge lies in its immersive mobile sports betting and iCasino experience, offered through 'theScore Bet Sportsbook & Casino' app, which is live in Ontario. With a strong focus on engaging fans through its digital media, sports betting products, and esports platforms, theScore fosters a dynamic culture that thrives on technical innovation and industry leadership.
Consumer Software

Company Stage


Total Funding





Toronto, Canada

Growth & Insights

6 month growth


1 year growth


2 year growth

Cherry Hill, NJ, USA • Union City, NJ, USA
Experience Level
Desired Skills
Customer Service
Quality Assurance (QA)
QA & Testing
Customer Success & Support
  • 1 year of experience or more in a leadership role
  • Strong communication and organizational skills
  • Must have previous quality assurance experience in a contact center environment
  • Previous experience in customer support or a related field, with exposure to analysis, issue resolution, and tracking
  • Must be able to provide positive feedback and accompany evaluations with meaningful and constructive feedback
  • In-depth knowledge of online sports and casino wagering functions and markets
  • Strong problem solving skills to create meaningful strategies to improve support quality
  • Ability to complete tasks within a specific timeframe to meet strict deadlines
  • Experience with quality monitoring platforms such as Maestro, Nice, Uptivity, Siebel, etc
  • Proficient with computer applications including Word, Excel, PowerPoint, and Quality Assurance software (Seibel, Nice Universe, Verint, and Maestro (preferred))
  • Ability to drive results and lead the team to excellence
  • Manage a team of Quality Analysts
  • Ensure that the team is updated with current processes to ensure compliance with state regulators
  • Generate and interpret weekly reports for their assigned brand and provide analysis to stakeholders
  • Monitor and assess the quality of evaluations that your QA Analysts have audited via multiple channels to ensure adherence to compliance guidelines and internal processes (20 tickets on average per day)
  • Provide continuous training to agents on the application of quality scorecards in their interactions
  • Identify training opportunities and process deficiencies through root cause analysis
  • Provide recommendations and assist with the development of updates to Customer Support processes, including standard operating procedures, call or chat scripting, or external resources
  • Identify negative feedback trends that must be immediately addressed and escalate to the appropriate stakeholders
  • Lead and participate in calibration sessions
  • Accurately Monitor and Interpret Dissatisfied CSAT Tickets
  • Conduct coaching sessions with individual team members, including SBS (side-by-side) live coaching and online coaching programs
  • Other duties as required