Quality Assurance Associate

  • Anywhere

Company :

Location :
Boston, Massachusetts

Expiry Date :
Mon, 07 Dec 2020 23:59:59 GMT

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Description :
DraftKings Inc. (Nasdaq: DKNG) is a digital sports entertainment and gaming company. It’s simple, at DraftKings, we believe life’s more alive with skin in the game. For that reason, we’re committed to responsibly creating the world’s favorite games and betting experiences. Headquartered in Boston, MA, with offices around the globe, we believe we can continue to define what it means to be a technology company in sports entertainment. We love what we do, and think you will too. Contribute to a game-changing team. As a Quality Assurance Associate, you will be part of the Customer Experience Quality Team and will be responsible for performing quality monitoring of interactions between DraftKings customers and our DraftKings Player Advocates. You will identify strengths and opportunities for improvement to deliver world-class service. What you’ll do as a Quality Assurance Associate: Perform quality evaluations of the various DK communication channels (Email-Chat-Social) according to a defined measurement process. Participate in calibration sessions to ensure objectivity in the evaluation process. Aggregate and report quality data on a monthly and quarterly basis. Make recommendations for enhancing customer interactions via coaching or process improvement. Update or document processes and procedures, as needed. Serve as a CX team business partner with other DK operational units. Demonstrate understanding of DraftKings product and operational policies and procedures. What skills you will use: Prior contact center experience, preferably in a quality role. You must have great oral and written communication skills and be extremely detail-oriented, organized, and proactive. Bachelor’s degree in business management, sport management or related field. Passion for data and technical knowledge growth with ability to analyze high-level results, research trends, and determine root cause of performance trends. Ability to be objective and influential in developing others and improving the customer experience. You must be passionate about promoting and representing the DraftKings brand. Competence with Zendesk (or other ticketing processor systems) and Microsoft Office product suite. Who are we a good fit for? We love working with talented people but more than that, we seek out compassionate co-workers with a collaborative spirit. Our work moves quickly and we’re great at coming together to find creative solutions to some of tech’s most interesting problems. If that sounds good to you, join us.