Quality Assurance Manager, Customer Service

OverviewJOB DESCRIPTIONAt Fanatic’s Betting & Gaming, we strive to provide the highest quality customer experience. As the Quality Assurance Manager, you will oversee and enhance the quality assurance processes for reviewing customer interactions with customer service agents. Additionally, you will own and develop the Quality Assurance Your role will be pivotal in managing a team of QA Leads and agents, ensuring the delivery of high-quality customer service and driving continuous improvement. You will work closely with senior management to align QA strategies with business goals and foster a culture of excellence.Responsibilities• Supervise and develop QA Leads and QA Agents, providing guidance and support to enhance team performance.• Oversee resource allocation and manage team workloads to ensure efficient and effective quality assurance operations.• Develop and implement comprehensive QA strategies and processes for evaluating customer service interactions.• Ensure that quality check procedures are designed and executed to meet company standards and policies.• Establish and monitor key performance indicators (KPIs) to assess customer service quality and drive improvements.• Collaborate with team leads and managers to drive process improvements and ensure alignment with organizational goals.• Generate and present detailed reports on quality metrics, customer interaction evaluations, and team performance to senior management.• Analyze data to identify trends and areas for improvement, and develop actionable insights for enhancing customer service quality.• Oversee the development and delivery of training programs for QA Leads and Agents to ensure they have the necessary skills and knowledge.• Facilitate weekly calibration sessions to ensure consistency and alignment in quality evaluations.• Maintain effective communication channels with other departments to support cross-functional initiatives and resolve quality concerns.Qualifications• Bachelor’s degree in a relevant field.• 2+ years of experience in quality assurance or a leadership role, preferably within the sports betting or gaming industry.• Strong analytical skills with the ability to interpret data and generate insights.• Excellent communication and interpersonal skills, with a focus on team collaboration and stakeholder engagement.• Familiarity with customer service software and tools.• Attention to detail and a commitment to continuous improvement in quality assurance practices.Salary Range: $94,000-$141,000 + Bonus + EquityAbout UsFanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.About The TeamLaunched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics Holdings Inc., a global digital sports platform. The Fanatics Sportsbook is available to nearly 93% of the addressable online sports bettor market in the U.S. in the following states: Arizona, Colorado, Connecticut, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Tennessee, Vermont, Virginia, West Virginia and Wyoming. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates nineteen retail locations including retail sportsbooks outside of Progressive Field and Nationwide Arena and the only sportsbook inside an NFL stadium at Commanders Field. Fanatics Betting and Gaming is headquartered in New York with offices in Denver and Dublin, Ireland.