Quality Assurance Associate for Gaming Customer Support - Remote

Overview

As a Quality Assurance Associate, you'll support operations in enhancing its Quality of Service through providing independent and objective transaction monitoring to consistently deliver excellent customer experience and best in class service of tasks performed by representatives to maintain client confidence and loyalty.

In Short

• Support operations in enhancing Quality of Service.
• Conduct transaction monitoring of agents’ calls, e-mails, or back-office work.
• Provide feedback for agents and process improvement.
• Ensure compliance with client quality transaction monitoring guidelines.
• Generate quality reports and insights for operations and clients.
• Participate in building high-quality standards for customer service.
• Calibrate with internal and external counterparts.
• Analyze data to identify areas for improving customer experience.
• Attend and facilitate meetings regarding QA data and issues.
• Maintain accuracy and integrity of generated data.

Requirements

• Strong analytical skills.
• Experience in transaction monitoring.
• Ability to generate reports.
• Excellent communication skills.
• Attention to detail.
• Familiarity with customer service standards.
• Ability to work collaboratively with teams.
• Experience in the gaming industry is a plus.
• Proficient in data analysis tools.
• Problem-solving skills.

Benefits

• Opportunity to work in a global team.
• Engage with the gaming community.
• Professional development opportunities.
• Work in a dynamic and fun environment.
• Contribute to improving player experiences.