About the Role & Team  

The Quality Assurance Supervisor is responsible for the effectiveness and efficiency of each Quality Analyst on the team. The Supervisor performs audits on phone calls, emails, and chats to ensure that the analyst accurately evaluates interactions and that standard operating processes were followed. The Supervisor will conduct training and lead call calibrations to ensure that Customer Service will have additional support for success.

Responsibilities

• 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.

Requirements

• 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.

Travel Requirements

• The primary office location(s) for this position is Cherry Hill, NJ or Hoboken, NJ.  You will be required to be in the office 1 day per week, which is subject to change.

What We Offer

• Competitive compensation package.
• Comprehensive Benefits package.
• Fun, relaxed work environment.
• Education and conference reimbursements.