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Customer Experience Quality Control Representative

The primary responsibility of Quality Control Representatives is to ensure that agents provide quality service in line with organizational objectives. They will monitor email responses to assess agent’s customer service performance and conformity to company policies and procedures. They will assist in developing, creating, and implementing customer care quality processes and procedures.

Responsibilities:

• Develop and understand evaluation programs and scorecards
• Audit agents’ interaction and identify trends to improve overall quality and efficiency
• Drive strong customer satisfaction (Csat) by doing root cause analysis
• Providing timely and accurate coaching and feedback to agents to close knowledge gaps
• Provides actionable data to Customer Experience team, Studio Devs and other support groups as needed
• Coordinates and facilitates call calibration sessions with core and outsourced team
• Prepares and analyze internal and external quality reports for management staff review
• Driving innovation and optimizing process ideas
• Perform other duties as assigned

Qualifications:

• 2+ years of customer support experience and at least 6 months as Quality Control analyst
• Graduate or equivalent bachelor’s degree
• Excellent verbal, written and interpersonal communication skills
• Outstanding customer service skills and problem-solving attitude
• Attention to detail with excellent analytical and time management skills
• Knowledge of 7 Quality tools is added advantage
• Interest in the video/mobile/PC gaming is a plus
• Ability to multitask and successfully operate in a fast paced, team environment
• Experience in using Microsoft and Google suite(s)