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 hightech company with fastpaced 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 Americas 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 customerfriendly 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 uptodate 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 problemsolving and decisionmaking 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 awardwinning supplier of bestinclass 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 Americas 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 cuttingedge technology a full suite of managed services and the industrys 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 leadersNPi powers the most profitable iLottery programs. Visit us at .

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.