Senior Quality Assurance Specialist

Rush Street Interactive (NYSE: RSI) is a market leader in online casino and sports betting, currently operating real-money gaming with our brands: BetRivers.com, PlaySugarHouse.com, and RushBet.co. We're building bridges between online, social and land-based gaming businesses to create amazing, integrated experiences that keep players in the game.
RSI's Senior Quality Assurance Specialist, reporting to the Assistant Manager of Support Experience will own our complaint process, help center, intranet, and assist in the implementation of player support initiatives.
This position will review, research, and respond to complaints received from regulators, BBB, and partners. The Senior Player Support Quality Assurance Specialist will ensure our help center and intranet are up to date and with full of helpful content for internal and external users. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.
The position is responsible for partnering with the Assistant Manager of Support Experience and Player Support Leads to ensure information in the knowledge center is understood and followed by Player Support Agents.
Essential Duties and Responsibilities:

• Track, review, research and respond to complaints and inquiries received from regulators, Better Business Bureau, and third-party partners in a timely manner.
• Conduct continuous thorough reviews of our customer facing help center to ensure articles are up to date and relevant.
• Own the layout and content in our internal intranet. Focus will be keeping content up to date and engaging.
• Assist the operations management team implement process and system improvements.
• 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.
• 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:

• 6 months experience in a Quality Assurance role.
• Experience with computers, browsers, mobile devices.
• Self-Starter, Self-motivated and very reliable.
• Able to easily build interpersonal relationship.
• Analytical skills.
• 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.

As a rapidly growing company in an emerging industry, you'll have a huge impact on our product and our company. We like proactive team members and strive to have a company of self-disciplined professionals who enjoy collaboration, having fun, and of course, achieving together what others believe to be improbable. We are dedicated to treating everyone with respect and to support your professional and personal growth.
Rush Street Interactive is an equal opportunity employer and committed to a diverse and inclusive workplace. All qualified applicants will be considered for employment without regard to race, national origin, ancestry, sex, sexual orientation, sexual identity, and expression, marital status, family status, lifestyle, age, culture, religion, military, and veteran status, citizenship, or disability.
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