Player Support Quality Assurance and Training Specialist

RSI’s Player Support Quality Assurance & Training Specialist, reporting to the Assistant Manager of Support Experience will be instrumental in developing future Player Support Agents to ensure that our Player Support Team continues to provide the World Class Customer Service we are known for!

This newly created position will provide Player Support Agents with opportunities to expand their knowledge of services, products, and troubleshooting techniques, and focus on improving performance to ensure player satisfaction. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

The Player Support Quality Assurance & Training Specialist is responsible for the design, development and delivery of initial and continuing education for Player Support Agents. The position is responsible for partnering with the Assistant Manager of Support Experience and Leads to ensure information in the knowledge center is understood and followed by Player Support Agents.

Essential Duties and Responsibilities:

• Perform ongoing, structured, and rigorous testing of key procedures and controls within Player Support.
• Work closely with Player Support Manager, Assistant Manager of Support Experience, Player Support Leads to ensure department is adhering to all policies and procedures, work in conjunction with other departmental managers.
• Perform ongoing monitoring of key indicators to detect and research unexplained variances which may be indicative of quality control issues.
• Monitor chats, emails, and inbound calls from Player Support Agents.
• Provide quality monitoring reports.
• Participate in and create new procedures, policies, and best practices.
• Support Agents and Leads in real time with any issues and coaching opportunities.
• Provides creative and effective new hire and on-going training (topics include professional skills to include development of a customer centric approach, responsible gaming, time management, multi-tasking, back office, effective communication, Salesforce, de-escalation, promotions, sports betting, casino troubleshooting, Geo, etc.)
• Develops and maintains training materials and documents not limited to manuals, quick reference guides, job aids, e-learning, job aids, PowerPoint presentations, etc.
• Helps maintain records of the training materials and content covered with each group and/or individuals training.
• Follow Standard Operating Procedures on all federal and state laws, regulatory requirements and business policies and procedures.
• Stay abreast of policy and regulatory changes to maintain subject matter expertise. Remain cognizant of relevant quality assurance policies and procedures.
• Escalate all necessary issues to management in a timely fashion.
• Provide feedback to product team and management team about player issues.
• Other duties as necessary and/or assigned.

Required Skills:

• Exceptional reading and writing skills.
• Ability to analyze different writing styles.
• Experience with computers, browsers, mobile devices.
• Self-Starter, Self-motivated and very reliable.
• Able to easily build interpersonal relationship.
• Experience with Excel pivot tables and macros a plus.
• Ability to build queries a plus.
• Great written communication skills.
• Experience with gambling industry and industry terminology, standard promotions, and gameplay.

What we offer:

• Comprehensive health, dental, and vision insurance
• Company paid disability and life insurance
• 401K with employer match
• HSA with employer subsidy