Job Description

As a Quality Assurance Specialist, you'll be a driving force behind our commitment to exceptional player support and customer satisfaction. You'll work closely with our support teams to evaluate performance, provide constructive feedback, and implement strategies for continuous improvement. Your expertise in quality assurance and coaching will play a pivotal role in fostering a culture of excellence, ensuring that every player interaction is positive, helpful, and memorable.

Key Responsibilities:

Quality Monitoring and Evaluation: Conduct regular evaluations of player support interactions across various channels to assess adherence to quality standards and identify areas for improvement. Performance Coaching and Feedback: Provide constructive feedback and coaching to support agents, focusing on enhancing their communication skills, problem-solving abilities, and overall performance. Quality Improvement Initiatives: Develop and implement strategies to address identified areas for improvement, such as training programs, process adjustments, and knowledge base enhancements. Performance Metrics and Reporting: Track and analyse key quality metrics, providing regular reports and insights to monitor progress and identify trends. Collaboration: Partner with team leaders, training specialists, and other stakeholders to ensure alignment on quality standards and collaborate on improvement initiatives. Calibration Sessions: Participate in calibration sessions to ensure consistency in quality evaluations and maintain a shared understanding of performance expectations. Player Advocacy: Act as a voice for the player, using insights from quality evaluations to advocate for improvements that enhance the player experience.

Qualifications

Coaching and Feedback Skills: Strong coaching and feedback skills, with the ability to provide constructive guidance and motivate team members to improve. Quality Assurance Methodologies: Understanding of quality assurance principles, methodologies, and best practices, particularly in the context of customer support. Analytical Skills: Strong analytical skills to assess performance data, identify trends, and develop actionable insights. Communication: Excellent written and verbal communication skills to effectively convey feedback, collaborate with teams, and present findings. Customer Focus: A passion for delivering exceptional customer experiences and a commitment to continuous improvement. Empathy and Interpersonal Skills: Ability to build rapport with team members, foster a positive learning environment, and provide supportive guidance.