Summary
Overview
Work History
Education
Skills
Timeline
Generic

Marisa Hirsch

Quality Assurance Associate

Summary

Energetic and proactive Risk QA/Payments specialist with 4+ years of experience designing and leading training programs that cultivate talent and develop team capabilities. Recognized for meticulous attention to detail, effective problem-solving, and a leadership style that drives equity and operational excellence.

Overview

7
7
years of professional experience

Work History

Risk Quality Assurance Associate

BetMGM
06.2022 - Current
  • Conduct precise and fact-based QA evaluations of completed risk alerts, ensuring fairness and adherence to operational standards, with a disciplined focus on customer experience and responsible risk management.
  • Developed Payments training materials for new hires and led a 3-week course for the U.S. Payments Team, equipping new hires with role-essential skills, knowledge, and confidence.
  • Designed and implemented the Test Account SOP, which remains in use across departments to sustain consistent and efficient operations.
  • Created chargeback learning material and instructed a week-long chargeback program for the Manila Payments Team.
  • Co-authored monthly U.S. Risk QA reports using BI and Excel to identify procedural trends, process gaps, and potential improvements.

Payments Associate

BetMGM
05.2021 - 06.2022
  • Diagnosed and reconciled deposit and withdrawal discrepancies for the Payments Team by pinpointing processing issues, implementing corrections, and providing players with timely updates for uninterrupted account operations.
  • Analyzed rejected transaction codes to troubleshoot recurring deposit and withdrawal failures, enabling faster player resolutions and more successful case-by-case deposits.
  • Compiled chargeback cases by collecting transaction data, verifying details, and assembling evidence, resulting in fair and accurate dispute resolution outcomes.

Lead Teller

Santander Bank
04.2018 - 05.2021
  • Analyzed CSAT surveys and branch performance, resulting in sharper operational accuracy and a higher quality customer experience.

Education

Bachelor of Science - Economics

Towson University
Baltimore, MD
12-2017

Skills

    Time Management

    Expert communicator

    Relationship building

    Leadership

    Cross-functional collaboration

    Emotional intelligence

    Statistical analysis

    Power BI data visualization

    Microsoft Office

    Documentation and reporting

    Public speaking

    Project management

Timeline

Risk Quality Assurance Associate

BetMGM
06.2022 - Current

Payments Associate

BetMGM
05.2021 - 06.2022

Lead Teller

Santander Bank
04.2018 - 05.2021

Bachelor of Science - Economics

Towson University
Marisa HirschQuality Assurance Associate
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