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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.
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.Demonstrate great communication skills and interpersonal skills.
Ability to resolve QA disputes and calibration discrepancies with global vendors.Exhibit 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.Be an agile team player, willing 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, turning 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.
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