TRAINER/QUALITY SPECIALIST
We are looking for a Trainer / Quality Specialist to join our P layer Support team.
Responsibilities
Delivering value-driven customer service and a better game experience to our players is very important for the Miniclip Player Experience team. The Miniclip Player Experience team is looking for a Trainer/Quality Specialist who would manage training and quality control, with the aim of optimising agent productivity and accuracy.
Your primary responsibilities will include:
- Planning and preparing onboarding, training and refresh workshops based on the identified needs
- Working as a liaison with other teams to coordinate training programs
- Creating and identifying improvement points for protocols, procedures and automated processes
- Assisting with KPI reports
- Maintaining and creating presentations and training programs for new game launches
Skills and Experience
We’re looking for a hardworking, team-oriented candidate who is passionate about training and quality .The ideal candidate has:
- Experience in delivering training
- Ability to create dynamic presentations and supporting materials
- Ability to work under pressure in a fast-paced, agile environment
- A customer oriented mindset and ability to adapt and discuss with different people from various cultures
- Knowledge of customer service, preferably in the gaming industry
- Ability to multitask, prioritise and manage time effectively
- Ability to see individual actions or instances as part of a bigger picture
- Excellent communication skills, including fluent spoken English and very good written English (friendly, professional, concise)
The following skills are desirable but not essential:
- Experience with Zendesk or similar ticketing systems
- Experience in quality analysis
- Knowledge of mobile gaming trends and of the mobile market in general
- Knowledge in GDPR and global movements on privacy, security and legal matters
- Knowledge of the Customer Experience concept
- Knowledge of how to coach and build agent resilience and customer centricity
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