Rush Street Interactive (NYSE: RSI) is a market leader in online casino and sports betting, currently operating real-money gaming with our brands: BetRivers.com, PlaySugarHouse.com, and RushBet.co. We're 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 company's 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 You'll 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 You'll Bring:Bachelor's 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.What Makes Us Great:Work-life balance initiativesAutonomy – we embrace personal freedom and responsibilityCreativity – we are open to new ideas of how we can be betterGrowth – we want you to develop personally as well as professionallyTop-notch professionals who are passionate about what they doPeople-oriented environment and supportive atmosphereAs a rapidly growing company in an emerging industry, you'll 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.Be at the forefront of this ground-breaking industry! Apply now!Create a Job AlertInterested in building your career at Rush Street Interactive? Get future opportunities sent straight to your email.Apply for this job*indicates a required fieldFirst Name *Last Name *Email *PhoneResume/CV *Enter manuallyAccepted file types: pdf, doc, docx, txt, rtfEnter manuallyAccepted file types: pdf, doc, docx, txt, rtfPlease provide a link to your LinkedIn profile.Do you have a personal website or portfolio? If so, please share the link.What is your country of residence? * Select...If you do not find your country listed in the options below, it means we are unable to legally accept your application at this time. Please check back on our Careers Page periodically to see if there have been any updates to our policies.Thank you for your understanding and interest in joining our team!Are you currently based in Bogotá, Colombia? * Select...Select...Were you referred by someone at Rush Street Interactive? 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