Team Lead - Sportsbook QA

What Are We Building?

Hard Rock Digital is on a mission to become the best online sportsbook, casino, and social gaming company in the world. We're building a team that is passionate about learning, operating, and creating new products and technologies for millions of consumers. We care deeply about every customer interaction, experience, and insight, and strive to always act authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We're taking that foundation of success and bringing it to the digital space, ready to join us?

What's the position?

We are seeking a detail-obsessed and driven Team Lead to join our Sportsbook QA team, reporting directly to the Manager, Sportsbook Content Optimization. In this role, you will lead, mentor, and develop a team of QA Analysts who act as the owners of the app, taking ownership of the day-to-day QA processes that keep our sportsbook accurate, relevant, and compliant.

The QA team are the owners of the app, the customer's advocate and the eyes and ears ensuring every market, price, and offer that reaches our platform is accurate, relevant, and compliant. Through real-time monitoring, systematic checklist execution, and sharp pattern recognition, the team identifies issues before they impact customers, escalates them quickly, and partners across the business to drive them to resolution. The team works closely with Trading, Product Operations, Content Operations, Event Control, Planning, Product, CRM, Marketing, and Promo, along with internal stakeholders.

As Team Lead, you will be the go-to person on shift for your analysts, own the team's schedule and reporting, and support the Manager in executing the wider quality strategy. You'll balance hands-on QA work with the responsibility of developing your people and raising the standard of everything the team produces.

Key Responsibilities

Quality Monitoring & Assessment

• Own the team's daily QA cadence, ensuring comprehensive checklists and real-time surveillance of sportsbook functionality and content accuracy are executed consistently across all betting markets.
• Quality-check the team's output and lead by example on the most complex or highest-impact reviews, including bet placement, promo activation, and app navigation flows.
• Drive proactive pattern recognition across the team, connecting recurring problems into systemic issues and turning them into process improvements.
• Ensure surveillance is scaled up during major sporting events and tentpole windows, and coordinate post-release monitoring for new features and updates.
• Verify implementation of the Planning team's content strategies, and support analysts in challenging content plans constructively when a customer-experience or strategy conflict arises, backed by real-time data.
• Confirm all offered betting products are compliant and within regulatory requirements, maintaining a high level of quality and consistency across platforms.

Leadership & People Development

• Lead, coach, and supervise a team of QA Analysts, fostering high performance and a culture of continuous improvement.
• Conduct regular 1-2-1s with direct reports, ensuring individual KPIs and team objectives are being met.
• Own the team's shift schedule, ensuring appropriate QA coverage across the surveillance window and around key sporting events.
• Support the onboarding of new analysts and help deliver ongoing training and upskilling across the team.
• Maintain and circulate team reporting and KPIs, giving the Manager and wider business clear visibility of issue volume, resolution times, and team performance, and surfacing trends, risks, and opportunities.
• Lead by example, presenting new ideas while maintaining the highest standards across current processes and daily performance.

Documentation, Escalation & Communication

• Oversee detailed daily QA reporting with clear issue prioritization and customer-impact assessment.
• Escalate critical, customer-impacting issues to the appropriate teams immediately, and act as a key point of contact on shift.
• Provide clear, actionable feedback to Trading, Product Operations, Content Operations, Event Control, Planning, Product, CRM, Marketing, and Promo, along with internal stakeholders.
• Ensure accurate records of identified issues, resolutions, and resolution times are maintained, and support incident channel verification and sign-off processes.
• Collaborate effectively across teams in a fast-paced, deadline-driven environment.