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Quality Assurance Specialist, Newcastle upon Tyne
Client:
Location:
Newcastle upon Tyne, United Kingdom
Job Category:
Other
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EU work permit required: Yes
Job Reference: 78e90ad6915a
Job Views: 11
Posted: 26.04.2025
Expiry Date: 10.06.2025
Job Description:
Job Description
As a Quality Assurance Specialist, you'll be a key player in ensuring exceptional player support and customer satisfaction. You'll collaborate with support teams to evaluate performance, provide constructive feedback, and implement strategies for ongoing improvement. Your expertise in quality assurance and coaching will help foster a culture of excellence, making each player interaction positive, helpful, and memorable.
Key Responsibilities:
* Conduct regular evaluations of player support interactions to assess adherence to quality standards and identify improvement areas.
* Provide coaching and feedback to support agents to enhance communication, problem-solving, and performance.
* Develop and implement strategies like training, process improvements, and knowledge base updates to address quality gaps.
* Track and analyze quality metrics, providing reports and insights to monitor progress and trends.
* Collaborate with team leaders and stakeholders to align on quality standards and improvement initiatives.
* Participate in calibration sessions to ensure evaluation consistency.
* Advocate for players by using insights from evaluations to recommend experience enhancements.
Qualifications:
* Strong coaching and feedback skills to motivate and guide team members.
* Knowledge of quality assurance principles, methodologies, and best practices in customer support.
* Analytical skills to interpret performance data and develop insights.
* Excellent communication skills for conveying feedback and collaborating effectively.
* Passion for delivering outstanding customer experiences and continuous improvement.
* Empathy and interpersonal skills to build rapport and foster a positive environment.
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