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Customer Support Quality Specialist - Internal Recruitment

We are seeking a motivated and experienced Quality Specialist to help lead our Quality and Training team inside of the Customer Support department. Core responsibilities include enhancing the player experience through quality best practices, developing CS agents’ abilities, and ensuring quality KPI’s are met. This role will ensure that player interactions meet or exceed our standards, critical processes are followed, and that agents understand their improvement opportunities.

• Maintain quality standards for player interactions of all types
• Regularly review and document a collection of support agent interactions
• Assess support interactions based on our game's internal standards
• Responsible for reviewing internal policy and ensuring that vendor agents adhere to stated policies
• Support Customer Support agents with process or support questions via internal chat communications
• Provide meaningful and constructive feedback to agents
• Analyze all service metrics (e.g. CSAT, Agent Effectiveness, CES) and how the support team’s performance affects those KPIs
• Execute on strategies with supported agent teams to improve support KPIs
• Help agents improve their performance with specific instructions and constant support
• Collaborate regularly with training team to improve agent coaching and training strategies
• Review quality reports that reflect performance of individuals and teams
• Participate in calibration sessions to maintain consistency between teams and agents
• Participate in recurring workshops with one or more Customer Support agent teams
• Contribute to the team culture in a positive manner

Requirements

• At least 2-3 years of relevant experience in customer service role
• Hands-on experience in quality assurance
• Great people skills and ability to communicate feedback effectively
• Abilities in data visualization and understanding of support metrics
• Problem-solving capabilities to create meaningful strategies to improve support quality
• Functional understanding of various mobile devices and operating systems