Quality Assurance Specialist

Overview Summary

Do you want to be part of an exciting industry and work in a dynamic, interactive workplace? Do you like knowing the work you do helps raise proceeds for good causes? This position will provide the excitement of a high-tech company with fast-paced, challenging work and tremendous career growth potential. This is an opportunity to work with a leading provider of internet lottery solutions during one of the most transformative times in the lottery industry.

NeoPollard Interactive (NPi), North America’s leading provider of innovative iLottery solutions, seeks a Quality Assurance Specialist. The Quality Assurance Specialist is responsible for ensuring that all customer interactions in the Player Support Center are conducted in a professional, efficient, and customer-friendly manner. The specialist will monitor and evaluate calls for adherence to established policies and procedures, assess agent performance, and identify areas for improvement to enhance customer satisfaction.

This position offers the flexibility to work remotely or in a hybrid location in Lansing, MI.

Responsibilities

·       Design and maintain the PSC monitoring process across all channels, including updates to the interaction evaluation and Agent Feedback templates

·       Design and lead the interaction calibration process

·       Monitor customer calls and chat interactions to ensure agents adhere to established policies and procedures

·       Evaluate agent performance based on established quality standards and provide feedback to improve performance

·       Identify training needs and opportunities for agents to improve their customer service skills

·       Collaborate with training and management teams to develop and implement training plans and Quality programs

·       Maintain accurate records of quality assurance evaluations and provide regular reports to management

·       Analyze and Report insights of qualitative metrics to PSC Leadership

·       Conduct root cause analysis of any customer complaints or issues to identify areas for improvement

·       Provide coaching and guidance to agents to help them improve their performance

·       Participate in the development and implementation of customer service policies and procedures

·       Keep up-to-date with industry trends and best practices in customer service and quality assurance

·       Other duties as assigned.

Experience and Requirements

·       2 – 4 years of relevant work experience required

·       At least 2 years of experience in quality assurance in a call center environment

·       Strong knowledge of call center operations, customer service, and quality assurance principles and practices

·       Excellent analytical, problem-solving, and decision-making skills

·       Excellent communication and interpersonal skills

·       Ability to work independently and as part of a team

·       Ability to multitask and prioritize tasks effectively

·       Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint

·       Familiarity with call center software and technology

Benefits

·       Comprehensive Health, Vision, and Dental benefits

·       Life and AD&D Insurance

·       401k retirement savings plan (for US employees only)

·       Profit Sharing Plan

·       Paid vacation and personal time

·       Employee Assistance Program (EAP)

·       Opportunity for career development

·       Business casual dress code

·       Fun & exciting work culture

About NeoPollard Interactive

Born in the digital domain, NeoPollard Interactive LLC (“NPi”) is an award-winning supplier of best-in-class iLottery solutions to the North American lottery market. Serving the largest share of U.S. lotteries that currently sell online, NPi helped pioneer the successful introduction of iLottery in the U.S. and, is North America’s proven partner of choice to enable regulated lotteries to design and deploy complex gaming solutions in support of generating incremental revenue for good causes through the online channel. NPi offers cutting-edge technology, a full suite of managed services, and the industry’s top performing game content, as part of its innovative and comprehensive approach to partnering for iLottery success. Jointly owned by Pollard Banknote Limited (TSX: PBL) and NeoGames S.A.(Nasdaq: NGMS)—both globally recognized industry leaders—NPi powers the most profitable iLottery programs. Visit us at www.neopollard.com.

Pollard iLottery Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.