Job Description

Our client in the gaming industry are looking for experienced Quality specialist and duties mainly consist of ensuring that all external standards are observed before the final product reaches the customer. To this end, QA pros are responsible for implementation of inspecting activities, detection of problem areas, and delivering quality inspection outcomes. In addition, they are in charge of planning and performing corrective actions if defects are found.

Responsibilities

• Monitors customer contacts and transactions, evaluating and documenting the performance of customer service agents as compared to departmental standards.
• Performs risk management due diligence in identifying compliance, conflict of interest, and policy & procedure deficiencies that occur during telephone, e-mail, and chat interactions within the contact center.
• Subsequently provides feedback on performance to the monitored Customer Service Representative (CSR), which is also shared with leadership as an element of the CSR’s ongoing performance evaluation and coaching.  
• Develops and monitors metrics related to quality, to identify and provide recommended solutions for performance trends and issues impacting customer satisfaction and quality
• Design, maintain, and continuously improve monitoring standards for the contact center.
• Observe, listen to calls, analyze written communications and review closed cases/transactions based on monitoring standards, analyzing interactions for service, content, and accuracy.
• Provide individual unbiased feedback to employees in a timely manner, promoting a continuous learning environment.
• Make continuous improvement recommendations based on monitoring observations.
• Work in partnership with the leadership team to develop CSR skills.
• Prepare and analyze daily/weekly/monthly reports on individual and team performance.
• Develop and implement programs and processes to ensure that the Quality Assurance program and team are operating at a strategic level.
• Build/revise evaluation forms to meet changing program needs.
• Provide backup support for customer calls/chats/emails.
• Perform additional responsibilities and complete other projects as assigned within the L&D department.

Skills and Qualifications

• Bachelor’s degree in the related field
• Certification, such as Quality Engineer, Quality Auditor, Six Sigma, or Quality Improvement Associate, is preferred
• Relevant long-term experience, knowledge of regulatory requirements
• A knack for implementation of corrective action programs
• Experience in the related industry or with related products
• Superb computer competence, including experience with databases and Microsoft Office
• Knowledge of QA terms, tools, and methodologies
• Analytical skills
• Thoroughness
• Problem-solving and decision-making skills
• Customer service competency
• Ability to work in a team
• Outstanding verbal and written communications