Quality Assurance Associate - Customer Care

About Us

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor’s “Best Places to Work”.

Responsibilities

• Take part in calibration sessions alongside CS Leads to ensure a uniform QA grading process
• Provide feedback to CS Leads & Trainers for coaching opportunities & process improvement
• Prepare detail-oriented reports highlighting key areas of improvement needed in Agent reviews
• Develop quality assurance standards and company processes
• Ensure our agents are meeting customer expectations and demands

Essential Functions

• Must be able to stand or sit and operate computers and other technological devices for extended periods of time

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Qualifications  

• Bachelor’s degree or equivalent work experience
• High quality and service awareness
• Excellent verbal, written, and interpersonal communication skills
• Solid time management skills
• Reliability and accuracy
• High analytical thinking
• Ability to work well under pressure & meet deadlines
• Proactive and willing to take ownership
• MUST be detail-oriented
• Strong analytical and problem-solving skills

Additional Requirements

We seek self-sufficient and driven individuals to bring forth the best out of our Customer Service Team here at BETMGM. Individuals who are thrilled by challenge and rise to it by performing in a fast-paced, innovative, and diverse environment.

The starting hourly pay rate for this position is $20.58.  Factors which may affect starting pay may include geography/market, skills, education, experience and other qualifications of the successful candidate.  This position is also eligible for participation in a performance-based bonus plan.   

Gaming Compliance & Licensing Requirements
 
As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations.  Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies.  Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment.  Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification.

In addition, candidates must comply with and support the company's responsible gambling policies, procedures and initiatives.

About Our Culture

Building BetMGM from the ground up takes effort, energy, and teamwork, but that’s what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars:

Believe in Your Game – Take your shot! There’s a freedom to explore ideas usually only start-ups are lucky enough to experience.

Backed by the Best - With our expertise—merged with that of our world-class investors—we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.

Do What’s Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day.

Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.

What We Offer

As a valued employee, we’re committed to giving y