QA Lead, French

This is a fully remote position, open to applicants in Singapore.

📋 Description

• Committed Independent Quality Analyst.

• Collaborate closely with the client's Quality PM, Vendor Manager, L&D PM, Policy team, and the broader Player Care team to promote QA excellence across global Player Support vendors.

• Provide insights and recommendations aimed at enhancing support quality, player experience, policy, and processes, while ensuring vendor consistency and integrity.

• Accountable for maintaining quality standards of global partners through QA evaluations and comprehensive analyses.

• Report to the Independent QA/Centralized QA Account Manager.

• Engage in continuous learning regarding gameplay and player support ticket handling procedures and policies.

• Act as the subject matter expert on client game products and your designated market.

• Assess player support tickets to pinpoint areas for enhancement at both the Partner and Language market levels; perform analyses to identify quality standard gaps with vendor QAs.

• Utilize available tools to collect data and analyze market trends or patterns impacting quality and player experience.

• Convey these insights to pertinent stakeholders.

• Participate in, conduct, and facilitate calibration sessions within your team and with global vendors.

• Exhibit strong communication and interpersonal skills.

• Resolve QA disputes and calibration discrepancies with global vendors effectively.

• Demonstrate excellent reporting and presentation skills, with experience presenting Business Reviews to stakeholders at various levels.

• Work collaboratively with client and global QA vendor team members to enhance the player support experience.

• Supply insights to Learning Specialists to address agent knowledge and skill deficits.

• Conduct targeted deep dives on an ongoing basis.

• Apply relevant sample size calculations to ensure effective quality analysis of productivity.

• Review both assisted (agent) and non-assisted (bot) tickets to enhance the overall player experience.

• Offer structured and timely feedback and/or recommendations for procedural and process improvements within the client's organization.

• Be an agile team player, willing to share knowledge and best practices to boost overall team performance and motivate peers.

• Capable of working independently, possessing problem-solving skills, an analytical mindset, and a keen aptitude for trend identification, with the ability to connect the dots.

• Drive QA initiatives and projects at both team and global levels.

• Collaborate with cross-functional partners from various regions, demonstrating stakeholder management experience.

• Interpret complex and multilayered QA information, transforming it into clear and valuable insights for clients and global vendors.

• Thrive under pressure, meeting deadlines and deliverables through effective time and task prioritization.

⛳️ Requirements

• Proficient command of English as a second language - minimum C1 level.

• Fluent or native proficiency in the focus language market: verbal, written, listening, and comprehension.

• COPC Quality Management certification preferred.

• Lean Six Sigma certification desired (Yellow or Green Belt).

• High proficiency in Excel, Google Sheets, or any other data analysis tools (e.g., Tableau).

• Minimum 3 years of QA experience in a quality team structured around COPC standards (preferred), in a contact center environment.

• Experience managing short to long-term quality projects, quality analysis, or deep dives, and quality calibration.

• Previous experience in the gaming industry is preferred.

• Valid EU passport/Working Visa required.

🏝️ Benefits

• Attractive remuneration and excellent perks.

• Comprehensive medical, insurance, and social security coverage.

• Access to world-class workspaces.

• Engaging activities and recognition programs.

• Strong learning and development plans to foster your career growth.

• Positive work culture that supports your future.

• Conveniently accessible location with direct public transport links.

• Flexible working arrangements available.

• Coaching and mentoring from experts in your field.