Description
#BeMore Do you aspire for a rewarding career that lets you do more and achieve more?
Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.
Work with the world's most loved brands and be with awesome, diverse people.
Be home, belong, and start your journey to #BeMore!
Main mission:Dedicated Independent Quality Analyst.
Work alongside the client's Quality PM, Vendor Manager, L&D; PM, Policy team, and wider Player Care team, to drive QA excellence within global Player Support vendors.
Surface insights and recommendations to improve the quality of support, player experience, policy and processes, and ensure vendor consistency and integrity.
Responsible for the quality standards of global partners through QA evaluations and deep dives.
Reporting to the Independent QA/Centralized QA Account Manager.
Responsibilities:Responsible for continuous learning of gameplay and player support ticket handling policies and processes.
Be the expert on client's game products and SME for your focus market.Evaluate player support tickets to identify areas for improvement on the Partner and Language market level; conduct analysis to identify gaps in quality standards with vendor QAs.Use available tools to gather data and analyze market trends or patterns affecting quality and player experience.
Deliver these insights to relevant stakeholders.Take part in, run and facilitate calibration sessions within your own team and with global vendors.Great communication skills and interpersonal skills.
Ability to resolve QA disputes and calibration discrepancies with global vendors.Excellent reporting and presentation abilities, experienced in delivering Business Reviews to stakeholders of various levels.Collaborate with client and global QA vendor team members to improve player support experience.Provide insights to Learning Specialists to close agent knowledge and skill gaps.Complete targeted deep dives on an ongoing basis.Use relevant sample size calculations to ensure efficient quality analysis productivity.Evaluate both assisted (agent) and non-assisted (bot) tickets to help improve the overall player experience.Provide structured and timely feedback and/or recommendations for procedural and process improvements within the client's organization.Agile team player, willingness to share knowledge and best practices to improve overall team performance and motivate each other.Able to work independently, problem solver, analytical mindset with a good acumen on trend spotting, able to connect the dots.Able to drive QA initiatives and projects on a team and global level.Able to work with cross-functional partners of different regions, stakeholder management experience.Able to make sense of complex and multilayer QA information, turn it into concise and valuable insights to client and global vendors.Able to perform under pressure, meet deadlines and deliverables through great time and task prioritization.RequirementsLanguage Requirements: Fluent or native level in German: verbal, written, listening, comprehension.
Proficient command in English as a 2nd language - minimum C1 level.
Qualifications:
COPC Quality Management certification desiredLean Six Sigma certification desired (Yellow or Green Belt)High proficiency in Excel, Google Sheets or any other data tool (Tableau etc.
)Experience: +3 years QA experience in a quality team structured around COPC standards (preferred), contact center environment.Experience in running short to long term quality projects, quality analysis or deep dives, quality calibration.Gaming industry experience desired.OfferTop reasons to work with TDCX:
Attractive remuneration, great perks, and performance incentivesComprehensive medical, insurance, or social security coveragePremium workspacesEngaging activities and recognition programsStrong learning and development plans for your career growthPositive culture for you to #BeMore at workEasy to locate area with direct access to public transportFlexible working arrangementsBe coached and mentored by experts in your fieldJoin a global company, winner of hundreds of industry awards.
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