Customer Support Quality Assurance Analyst at theScore

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theScore, a wholly-owned subsidiary of PENN Entertainment , empowers millions of sports fans through its digital media and sports betting products. Its media app ‘theScore’ is one of the most popular in North America, delivering fans highly personalized live scores, news, stats, and betting information from their favorite teams, leagues, and players. theScore’s sports betting app ‘theScore Bet Sportsbook & Casino’ delivers an immersive and holistic mobile sports betting and iCasino experience. theScore Bet is currently live in the Company's home province of Ontario. theScore also creates and distributes innovative digital content through its web, social and esports platforms.

About the Role & Team

The Quality Assurance Analyst is responsible for analyzing the effectiveness of the individual Customer Support Specialists. The analyst performs Quality Assurance audits on phone calls, emails, chats and ticket documentation. The analyst reviews and grades customer contact events for technical accuracy, compliance to policies and procedures, and observable soft skills.

About the Work

Audits and evaluates live and recorded voice calls, emails, and chat conversations against defined CS Specialist quality scorecards.
Gauges the customer’s overall satisfaction of their engagement with the Specialist.
Analyzes multi-channel sessions for adherence to policies and procedures and the use of soft skills to solve issues effectively and efficiently.
Comprehends written quality guidelines and applies those guidelines to the evaluation process.
Provides a concise written analysis of the interaction, along with feedback and coaching recommendations to improve the Customer Support Specialist’s performance and attention to quality.
Conducts trend analysis to drive continuous improvement in new hire and ongoing training initiatives.
Reviews scorecard results with Specialists, Team Leaders, and Managers.
Identifies ways to improve and promote quality within the Customer Support organization.
Demonstrates accuracy and thoroughness when completing quality evaluations.
Other duties as required.

About You

Excellent communication skills, both written and verbal.
Ability to think quickly and make decisions regarding department processes and procedures.
Must be a self-motivator and self-starter.
Proficiency in or knowledge of using a variety of computer software applications, to include G-Suite, Microsoft Excel, Word, Outlook, and Quality Management systems.
Extreme focus on quality and customer experience.
Strong time management skills.
Ability to work flexible hours when needed.
Minimum experience of 2 years monitoring quality in a call center environment.
Ability to multitask and successfully operate in a fast-paced, team-oriented environment.
Knowledge of sports wagering would be helpful.
Interest in sports, particularly with regards to the four major professional sports leagues.
Experience using iPhone and Android devices.

What We Offer

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

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Candidates residing in Ontario requiring special accommodation can email accessibilityoffice@thescore.com

theScore is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability or age.

Estimated Salary range:

Our salary intelligence, powered by our AI algorithms, has calculated an estimated range for this position between $50,000 - $65,000 . Please note that the actual salary for this position may vary, as it is dependent on various factors including but not limited to experience, location, and market dynamics.

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