Quality Assurance Analyst - BetMGM

About Entain

There's nothing like a career at Entain. We're a leading, global sports betting and gaming company and we're upping the excitement and increasing player safety. We're a FTSE company with iconic brands including Ladbrokes, Coral, BetMGM, Eurobet and bwin, and we have an energy that drives us to perform at the height of our potential. Whether you're an engineer, marketer or retail specialist, a career here is a complete game changer.

This is a hybrid role. 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.

You Will:

• Complete QA Evaluations for Customer Service Agents to track and evaluate the performance of our Customer Service Team.
• Exceed daily goals and goals as defined by QA Leadership to improve.
• 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.

You Have:

• 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

Benefits

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire you. Join us, and a great compensation package is just the beginning. You can expect to receive benefits like:

• 26 days annual leave (including sick pay) and 22 public holidays.
• Extra paid leave, including wellbeing and development days.
• Life assurance and Wellbeing support.
• Private healthcare for you and dependants.
• A stake in our success through our ShareSave scheme.

Equal Opportunities.

If you need any reasonable adjustments at any stage of the recruitment process, please contact us and we'll support you.

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 age, disability, gender or gender reassignment, pregnancy or maternity, race, religion or belief, sexual orientation, marriage/civil partnership, or any other basis.

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