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Customer Experience - Quality Assurance Specialist

Founded in 2010 by leading Games Industry entrepreneurs, Playdemic is a BAFTA Award winning developer and publisher of mobile games, focused on creating fun and engaging, free-to-play game services for iOS and Android, including the global smash hit, Golf Clash.

We are looking for a Quality Assurance Specialist to join our Customer Experience team here at Playdemic! We can consider hybrid and UK remote working for this position.

Key Responsibilities:

• You will work with our internal and external Customer Experience and QA teams to understand, improve and monitor our Customer Experience QA functions.
• Use daily data reporting to highlight and explore improvement opportunities and monitor the effectiveness of several processes.
• Participate in deep dives to produce insights for ongoing changes to improve player experience.
• You will conduct investigations to identify causes of issues and implement corrective actions with measurable impact.
• Audit agents' interaction and identify trends to improve overall quality and efficiency.
• Improve customer satisfaction (CSAT) through root cause analysis.
• You will develop and understand evaluation programmes and scorecards whilst monitoring Customer Support interactions and report trends to internal and external stakeholders.
• You will lead global calibration efforts to ensure consistency in quality across all Customer Experience functions.
• Become an expert of Playdemic games, our internal tools and our player experience processes.
• Investigate customer complaints and areas of non-compliance.

Must Haves:

• Experience working in Customer Experience QA teams and excellent understanding of quality processes..
• Hands-on experience of Customer Operations/Customer Care.
• A hands-on and independent mentality.
• Commitment to communication and teamwork.
• Experience with games and for providing the best support to the players who love them.
• Analytical skills, with the ability to create a wide range of data analysis and reporting.
• Analytical ability to read high-level data and build and interrogate raw data.
• Experience with Customer Experience metrics and reporting.
• Outstanding customer service skills and problem-solving attitude.

Bonus Points:

• Experience using Helpshfit.
• Experience using PowerBi and Looker.
• Experience in free-to-play mobile Customer Experience and Support.