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Senior Quality Analyst

Job Title: Senior Quality Analyst

We’re hiring a Senior Quality Analyst to join EA’s Worldwide Customer Experience (WWCE) organization.

WWCE exists to help the world play. We support players across the globe in 13+ languages and value employees that will bring new ideas to help make WWCE a great place to be and be from. We celebrate diversity and inclusion and aim to create great experiences for our employees as often as our players. We're looking for people who come to the office or Zoom meeting excited to work and ready for some fun.

And we want you to join us. We’re hiring a Senior Quality Analyst:

As a Senior Quality Analyst, you report to the Senior Quality Manager, and are part of the larger Communications and Employee Enablement team.

You’re a Quality Subject Matter Expert with experience designing, delivering end-to-end and optimising data driven Quality Programs. You perform in-depth root cause analysis on multiple quality programs looking at business operations, process and training impacts. You’re comfortable presenting objective, data-driven stories with detailed callouts and suggestions to a variety of business partners across levels. You’re a master at building relationships and sustaining them.

A typical day in the life of a Senior Quality Analyst:

• Design, build, test, implement, measure, and optimise impactful Quality programs with a strong focus on both internal customer and Player needs
• Develop strategies and processes to ensure effective delivery and adoption of Quality programs
• Manage the end-to-end operational deployment of key Quality initiatives, ensuring operational readiness and return on investment
• Partner with peers and stakeholders to develop standardization across Quality programs and Sites
• Assess, challenge, intake and successfully operationalise business changes that influence Quality programs
• Analyze and solve business problems with focus on understanding root causes and driving forward-looking opportunities.
• Experience building, interpreting, and communicating performance metrics to multiple organizational levels.
• Conduct current state and impact assessments; create problem statements, user requirements and business cases
• Knowledge share and mentor peers to build and evolve analytical, problem solving and Quality skills and tools

If you’re interested in this role, you’ll need these skills or experiences:

• 5+ years experience in a fast paced contact centre of which at least 3+ years are in a Quality role
• Graduate or equivalent bachelor’s degree
• Lean Six Sigma Green Belt preferred
• Experience in managing multiple projects and stakeholder groups simultaneously
• Experience in calibration, facilitation, generating and communicating data driven insights
• Ability to communicate and influence effectively across levels and translate complex/technical concepts into consumable/relatable information
• Demonstrated analytical and problem solving skills with ability to prioritise own work based on ROI
• Thrives in a dynamic, fast-paced data driven environment

About EA

We exist to inspire the world to play. Through innovative technology and immersive storytelling, we deliver new ways of experiencing worlds of interactive entertainment for our millions of players worldwide. Our strength lies in the diversity of our people, combining creativity, innovation and passion. We fully champion inclusive culture, and provide opportunities for growing, learning, and leading that allows for the most impactful and rewarding work of our teams’ careers.

We put our people first, and we make sure they’re taken care of both in and out of the office. As we reflect on our learnings and successes from remote work, we aim to provide dynamic, collaborative and flexible work environments for our teams. Our employees connect through our Employee Resource Groups, which are actively involved in driving business decisions every step of the way. But our support doesn’t end at the workplace—we also encourage a balanced lifestyle with paid time off and new parent leave, free video games, fitness reimbursement and more.

Our goal is to provide a safe, respectful and inspiring workplace for all of our employees. Through our diversity, equity, inclusion and social responsibility programs, we’re doing the work to give everyone the space to be their full selves while giving back to our community. We’re looking for problem-solvers, game-changers, innovators, dreamers, doers—people that are ready to move the needle and build on our success. As our industry accelerates, we aren’t just keeping up—we’re staying ahead of the game.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. Electronic Arts also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.