Customer Support Quality Development Specialist
Job Description
Customer Support Quality Development Specialist
Caesars Digital is the fastest-growing Sports Book in the US! Our ambition is to build a digitally-led, internationally diverse gambling company of scale. We are in a highly innovative industry. As one of the largest companies in gambling and with over 11,000 people worldwide, we make a massive investment in everyone, offering excellent career development opportunities. Our people are at the heart of everything we do, and we offer a fast-paced environment where we have fun, celebrate success, and give you all the tools you'll need to be your best self.
What You Will Do:
- Analyze quality-related reviews of agent and departmental performance, evaluating against client and internal quality standards to ensure proper contact and transaction handling
- This includes the review of data entry/transactions processed, and evaluation of any other performance metric that may impact quality (i.e., handle time, speed of answer, AHT etc.)
- Provide specific feedback to agents including supervisory and management staff regarding areas of opportunity for their team members and provide coaching assistance as needed.
- Responsible for completing the required number of quality reviews for each agent based on company performance guidelines.
- Document all observations thoroughly by maintaining a call center monitoring database.
- Participate in internal and external client monitoring/calibration sessions to ensure a thorough understanding of programs, goals, and client standards of excellence.
- As applicable, responsible for handling agent-level calls to maintain personal knowledge of program(s)
- Become competent in all aspects of quality software. Report and feedback agent and department performance across multiple parameters to management.
- Assist in developing new, quality improving software and implementing department training.
- Responsible for achieving CSAT target.
What You Will Need:
- Ability to coach and provide constructive feedback on proper processes and techniques
- Detail-oriented
- Strong organization and time management skills
- Proficient personal computer skills, including Microsoft Office
- Excellent listening and problem-solving skills
- Excellent interpersonal, written, and oral communication skills
- Ability to prioritize and organize work in a multitasked environment
Essential Functions/Exposures:
- Must be able to sit for extended periods
- Must be able to type and talk on the phone for extended periods
- Based in the Las Vegas office
About Us
Behold! Caesars Sportsbook is here, and we're proud to be a part of Caesars Entertainment-the number one gaming company in the world with over 80 years of sports betting expertise.
At Caesars Sportsbook, we believe all our Team Members should be treated like Caesars. It's the mantra we were founded on, and the standard that drives us to provide our customers with best-in-class service.
As we continue to Blaze The Trail with our Caesars Sportsbook & Casino app, the expansion of our Caesars Sportsbook retail locations, our World Series of Poker franchise, our William Hill legacy brand, and partnerships with the biggest names in sports and entertainment, we're creating new and exciting opportunities for you to be a part of our empire and make an impact.
Interested in joining the team? Check out our job postings and see what we have to offer, people. And remember-We Are All Caesars!
Date Posted
11/01/2022
Views
0
Similar Jobs
Sales Development Representative - Sunbit Inc.
Views in the last 30 days - 12
The job posting is for a Sales Development Representative SDR role at Sunbit a financial technology company The SDR will be responsible for identifyin...
View DetailsXbox Console Systems Engineer (UE4) - Firaxis Games
Views in the last 30 days - 15
Firaxis Games is a worldrenowned game development studio with a mission to create games that stand the test of time They are known for their dynamic d...
View DetailsExecutive Producer - Firaxis Games
Views in the last 30 days - 7
Firaxis Games is a worldrenowned game development studio with an unwavering mission to build games that stand the test of time They are looking for an...
View DetailsSecurity Engineer III - (REMOTE) - American Homes 4 Rent
Views in the last 30 days - 10
American Homes 4 Rent is seeking a Security Engineer III to work on research testing implementation optimization and maintenance of security products ...
View DetailsAnalyst - Marketing Analytics - MGM Resorts International
Views in the last 30 days - 5
The Analyst role at MGM Resorts involves analyzing complex data sets communicating recommendations to senior leaders and building event proformas The ...
View DetailsSenior Manager - Software Engineering - (REMOTE) - American Homes 4 Rent
Views in the last 30 days - 7
American Homes 4 Rent is a fastgrowing property management company seeking a Senior Manager Software Engineering to lead software development teams an...
View Details