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Quality Assurance Associate
2 years ago
Role Overview:
The Quality Assurance Associate assists the lead of a project with evaluating tickets samples from a handling point of view, potentially being fully in charge of this task.
Duties and Responsibilities:
• Evaluate tickets samples
• Identify achievements or issues on them based on defined expectations and procedures established for the project
• Provide helpful feedback to agents to help them understand their achievement and/or areas of improvement
• Assist with linguistic checks on the audited tickets, which also includes corrections and explanations on the errors
• Participate in building high quality standards for customer service
• Coach agents to incorporate feedback and increase the quality of their contact with customers
Requirements
Technical Skills:
• Good knowledge in Excel
Behavioural Skills:
• Advanced English Skills – both written and spoken (C1-C2 level)
• Excellent analytical skills
• Ability to work in autonomously as well as in a team
• Excellent communication skills
• Assertiveness and can-do attitude
• Ability to remain unbiased
• Ability to prioritize tasks
• Detail-oriented
Work Experience Requirements:
• Experience in Quality Assurance would be ideal
• Customer support or related experience preferred
• Experience in providing feedback at a professional level is a plus
Education Requirements:
• 4-year course or college level with experience in a similar capacity
Benefits
- Fixed term contract
- Company Events
- No Dress Code
- Casual and fun work environment
- Work on interesting projects
- Possibility to grow within the gaming industry
- Workers Insurance
- HMO coverage
- SL and VL upon regularization
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