QA and Training Supervisor

Rush Street Interactive (NYSE: RSI) is a market leader in online casino and sports betting currently operating real-money gaming with our brands: and . Were building bridges between online social and land-based gaming businesses to create amazing integrated experiences that keep players in the game.

The QA & Training Supervisor is a senior role within the LATAM Customer Service team responsible for ensuring that customer interactions consistently meet the companys quality standards. This hands-on role involves designing and delivering training programs executing quality assurance processes providing coaching and generating actionable insights based on performance data. The Supervisor will work closely with one QA Analyst (with potential for team growth) and has full ownership of the QA framework and training strategy reporting directly to the Customer Service Manager.

What Youll Do:

• Onboarding of new Customer Service team members across the LATAM operation.
• Design and manage the training lifecycle for Customer Service agents from initial onboarding to ongoing skill development.
• Oversee quality control processes during the production stage ensuring service consistency and adherence to internal standards.
• Conduct regular 1:1 coaching and feedback sessions with team members to support performance and development.
• Deliver periodic training sessions to 100% of the Customer Service team maintaining engagement and relevance.
• Facilitate cross-functional training sessions for other departments when needed to ensure alignment and knowledge sharing.
• Monitor and analyze customer interactions QA scores and behavioral trends to identify service gaps and improvement opportunities.
• Transform data and QA findings into actionable insights and present structured data-informed proposals to key stakeholders.
• Design implement and continuously optimize QA frameworks to reflect evolving business needs and customer expectations.
• Collaborate with Operations Product and Compliance teams to escalate findings and contribute to cross-functional process improvements.
• Lead initiatives that convert qualitative and quantitative feedback into meaningful enhancements in service delivery.
• Track and drive follow-up on key findings from Voice of the Customer (VoC) and Player Friction Points (PFP) programs coordinating with relevant stakeholders.
• Supervisory Responsibilities:
  - Oversee the performance attendance and output of QA Analysts to ensure alignment with service standards and team KPIs.
  - Assign and manage QA Analyst schedules and workload distribution efficiently.
  - Provide ongoing coaching and support to QA Analysts based on quality review findings and team performance data.
  - Supervise the implementation and adoption of QA and training programs across the Customer Service team.
  - Coordinate with CS Supervisors to support performance reporting and strategic alignment.
  - Act as liaison between the Customer Service team and other departments for QA and training-related topics.
  - Foster a culture of accountability data-informed decision-making and continuous improvement.

What Youll Bring:

• Bachelors high school (preferred).
• Technical degree in a related field such as customer service quality management business operations or training (preferred).
• English proficiency at B2 level or higher with strong written and verbal communication skills.
• 1 year in QA/Training experience or related field.
• Proven experience in Quality Assurance within customer service environments including evaluation criteria development scoring methodology and calibration practices.
• Demonstrated ability to design and execute QA processes that drive performance improvement and consistency.
• Strong analytical skills and experience using dashboards spreadsheets and other tools to evaluate performance trends.
• Excellent interpersonal and communication skills for delivering effective empathetic and actionable feedback.
• Proficiency in analyzing both structured and unstructured data from QA evaluations customer surveys and tools such as Kazio to identify key insights.
• Experience creating or refining internal QA metrics and quality benchmarks.
• Strong cross-functional collaboration skills especially with Operations and Product teams.
• Adaptability to shifting business priorities emerging technologies and changing workflows.
• Excellent time management and prioritization skills to balance QA reviews training activities and stakeholder engagement.
• Leadership experience including team oversight motivating others and managing performance standards.
• Critical thinking and problem-solving abilities applied to trend analysis root cause identification and coaching strategies.
• Ability to deliver clear structured and behavior-based feedback grounded in performance data.
• Expertise in adult learning methodologies onboarding strategies and training facilitation.
• Strong data storytelling ability to communicate findings to non-technical audiences in a persuasive and actionable way.
• Proactive and self-directed in identifying gaps and initiating improvement opportunities.

Autorizacin para el Tratamiento de Datos Personales Candidatos

En cumplimiento de la Ley 1581 de 2012 del Decreto 1377 de 2013 y dems regulaciones aplicables en materia de proteccin de datos personales en Colombia actuando de manera libre voluntaria y espontnea en mi condicin de titular de los datos personales que por este medio se recolectan manifiesto lo siguiente:

1. Autorizo de manera previa clara expresa e informada a: (i) Rush Street Interactive Colombia S.A.S. (en adelante RSI) sociedad legalmente constituida de conformidad con las normas colombianas identificada con NIT. 901.135.239-1 con domicilio en la ciudad de Bogot D.C. (ii) a quien represente en el futuro sus derechos sucesores o cesionarios de esta (iii) a sus controlantes subsidiarias y afiliadas (iv) as como a las dems empresas que conformen el Grupo Rush Street Interactive a nivel internacional (en adelante Grupo RSI); para tratar mis datos personales conforme con lo establecido en la Poltica de Tratamiento de Datos Personales de RSI y las dems polticas y programas de RSI que regulen la materia.
2. En ese sentido mediante la presente doy mi autorizacin previa clara expresa e informada a RSI para recolectar almacenar compilar procesar distribuir usar circular mantener la disponibilidad acceder suprimir actualizar transmitir y/o transferir nacional y/o internacionalmente y en general directa o indirectamente dar tratamiento a toda mi informacin personal que revele en el proceso de reclutamiento y seleccin y toda aquella que deba en el futuro revelar a RSI y a otras empresas del Grupo RSI o sean directamente obtenidos por RSI mediante la prctica de visitas domiciliarias estudios de antecedentes y/o exmenes mdicos entre otros como por ejemplo nombre nmero de documento de identidad edad fecha de nacimiento direccin correo electrnico celular sexo nacionalidad idioma datos de contacto mediante redes sociales como LinkedIn informacin relacionada con mi educacin y/o historial de empleo entorno familiar incluyendo eventualmente datos sensibles tales como pero sin limitarse a fotografas videos e informacin mdica para las siguientes finalidades:
   
   (i) Solicitar la hoja de vida y documentos anexos para su evaluacin dentro del proceso de reclutamiento y seleccin; (ii) Comunicarse por cualquier medio de contacto suministrado cuando se requiera para continuar con el proceso de seleccin; (iii) Verificar antecedentes informacin personal experiencia laboral y profesional como parte del proceso de seleccin; (iv) Contar con un registro de las personas que se presentaron en cada proceso de seleccin y sus resultados; (v) Reportar informacin a las autoridades competentes en caso de que se requerido; (vi) Verificar la informacin en cumplimiento de regulaciones vigentes como la relacionada con los requerimientos para la prevencin del lavado de activos y la financiacin del terrorismo; (vii) Mantener y disponer de la informacin en bases de datos en las que RSI pueda contactarse conmigo para otros procesos de seleccin; y (viii) Cualquier otra finalidad directamente relacionada con los procesos de reclutamiento y seleccin que adelante RSI.
3. Igualmente declaro entender y aceptar que el tratamiento de mis datos personales por parte de RSI se podr realizar desde las plataformas tecnolgicas que disponga el Grupo RSI a nivel internacional tales como pero sin limitarse a Greenhouse y Checkr las cuales sern administradas funcionalmente por terceros nacionales o extranjeros encargados y/o sub encargados del tratamiento de conformidad con la legislacin aplicable.
4. Asimismo comprendo que tengo el derecho de conocer actualizar y rectificar mis datos personales de conformidad con los procedimientos previstos en la Poltica de Tratamiento de Datos Personales de RSI; solicitar la prueba de esta autorizacin; ser informado de los usos que le estn dando a mi informacin previa solicitud; presentar quejas ante la Superintendencia de Industria y Comercio; revocar la autorizacin y/o solicitar la supresin del dato cuando este tratamiento se encuentre dentro de las causales establecidas en el literal e) del artculo 8 de la Ley 1581 de 2012; y de acceder de forma gratuita a mis datos personales.
5. En ese sentido entiendo y acepto que cualquier consulta o reclamo en relacin con el tratamiento de mis datos personales puede dirigirse a la Calle 81 No. 11 - 55 Torre Norte Piso 9 o al correo electrnico:
6. Se me ha informado que el tratamiento de mis datos personales se realizar de acuerdo con la Poltica de Tratamiento de Datos Personales de RSI la cual fue puesta en conocimiento por parte de RSI la cual declaro conocer y aceptar. Comprendo que dicha Poltica puede ser modificada en cualquier tiempo y que su consulta est abierta al pblico permanentemente a travs de la pgina web en el link Poltica de Privacidad.
7. Declaro que he sido informado y soy plenamente consciente del carcter facultativo en otorgar las autorizaciones aqu referidas respecto de los datos sensibles enunciados en el numeral 2 de esta autorizacin. Confirmo que este consentimiento ha sido libremente dado por m y no he sido presionado u obligado a otorgarlo. #LI-HYBRID

• Comprehensive compensation
• Work-life balance initiatives
• Autonomy we embrace personal freedom and responsibility
• Creativity we are open to new ideas of how we can be better
• Growth we want you to develop personally as well as professionally
• Top-notch professionals who are passionate about what they do
• People-oriented environment and supportive atmosphere

As a rapidly growing company in an emerging industry youll 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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