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Quality Assurance Specialist - Customer Experience

About Us

Launched in 2011, Twitch is a global community that comes together each day to create multiplayer entertainment: unique, live, unpredictable experiences created by the interactions of millions. We bring the joy of co-op to everything, from casual gaming to world-class esports to anime marathons, music, and art streams. Twitch also hosts TwitchCon, where we bring everyone together to celebrate, learn, and grow their personal interests and passions. We’re always live at Twitch. Stay up to date on all things Twitch on LinkedIn , Twitter and on our Blog .

About the Role

The Quality Assurance team at Twitch Customer Experience is passionate about evaluating customer feedback and driving support improvements to ensure that the best customer experience is provided to our users. We are looking for a Quality Assurance Specialist to join our growing QA team.

As a Quality Assurance Specialist, you will help support the team to investigate qualitative data, identify customer experience gaps, and help expand audit coverage. You will assume an important role in performing quality assurance audits across multiple Customer Experience programs, evaluating customer sentiments, and delivering audit reports to summarize successes, misses, and trends in all supported areas. As the ideal candidate, you are highly organized, detail oriented, can communicate effectively, and have excellent project management skills. You will report directly to the Quality Assurance Program Manager.

You Will:

• Maintain a customer-focused mindset and a passion for driving everyone towards a collective goal
• Perform accurate quality assurance audits across a variety of trending issues and fields
• Identify areas of opportunities for support from Customer Satisfaction survey responses
• Provide monthly survey reports to the CX leadership team to create a holistic picture of the team's performance
• Oversee the internal customer inquiry feedback process and monitor case escalations
• Help develop relevant QA projects

You Have:

• BA/BS or Associate's degree OR related technical training OR equivalent work experience
• Experience in a QA, customer support, or tech support position
• Fluency of non-English language(s). Please list skill levels of applicable language(s) in your resume
• Proficiency in Salesforce or comparable CRMs, JIRA, GSuite, Microsoft Office, Slack, and different broadcasting software
• Empathize with and prioritize customer needs
• A collaborative spirit and being able to communicate effectively
• Experience working on multiple concurrent projects

Bonus Points

• Fluency in German; Spanish; Portuguese; Russian or French will be particularly beneficial
• Native member and deep knowledge holder of the Twitch community
• Previous QA auditing experience

Perks

• Private Medical Insurance
• Dental, Vision & Life Insurance
• Pension Plan
• Maternity & Parental Leave
• Paid Time Off & Holidays
• Commuter Benefits
• Amazon Employee Discount
• Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, etc.)
• Lunch Served Four Times a Week
• Free Snacks & Beverages

We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status, or other legally protected status

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