QA Lead, French

Role Overview

• Dedicated Independent Quality Analyst.
• Work alongside the client's Quality PM, Vendor Manager, L&D PM, Policy team and wider Player Care team, to drive QA excellence within global Player Support vendors.
• Surface insights and recommendations to improve the quality of support, player experience, policy and processes, and ensure vendor consistency and integrity.
• Responsible for the quality standards of global partners through QA evaluations and deep dives.
• Reporting to the Independent QA/Centralized QA Account Manager.
• Responsible for continuous learning of gameplay and player support ticket handling policies and processes.
• Be the expert on client game products and SME for your focus market.
• Evaluate player support tickets to identify areas for improvement on the Partner and Language market level; conduct analysis to identify gaps in quality standards with vendor QAs.
• Use available tools to gather data and analyze market trends or patterns affecting quality and player experience.
• Deliver these insights to relevant stakeholders.
• Take part in, run, and facilitate calibration sessions within your own team and with global vendors.
• Great communication skills and interpersonal skills.
• Ability to resolve QA disputes and calibration discrepancies with global vendors.
• Excellent reporting and presentation abilities, experienced in delivering Business Reviews to stakeholders of various levels.
• Collaborate with client and global QA vendor team members to improve player support experience.
• Provide insights to Learning Specialists to close agent knowledge and skill gaps.
• Complete targeted deep dives on an ongoing basis.
• Use relevant sample size calculations to ensure efficient quality analysis of productivity.
• Evaluate both assisted (agent) and non-assisted (bot) tickets to help improve the overall player experience.
• Provide structured and timely feedback and/or recommendations for procedural and process improvements within the client's organization.
• Agile team player, willingness to share knowledge and best practices to improve overall team performance and motivate each other.
• Able to work independently, problem solver, analytical mindset with a good acumen on trend spotting, able to connect the dots.
• Able to drive QA initiatives and projects on a team and global level.
• Able to work with cross-functional partners of different regions, stakeholder management experience.
• Able to make sense of complex and multilayer QA information, turn it into concise and valuable insights to client and global vendors.
• Able to perform under pressure, meet deadlines and deliverables through great time and task prioritization.

Requirements

• Proficient command in English as a 2nd language
• minimum C1 level.
• Fluent or native level in the focus language market: verbal, written, listening, comprehension.
• COPC Quality Management certification desired
• Lean Six Sigma certification desired (Yellow or Green Belt)
• High proficiency in Excel, Google Sheets or any other data tool (Tableau etc)
• 3 years of QA experience in a quality team structured around COPC standards (preferred), contact center environment.
• Experience in running short to long term quality projects, quality analysis or deep dives, quality calibration.
• Gaming industry experiences desired
• Valid EU passport/Working Visa

Tech Stack

• Tableau

Benefits

• Attractive remuneration and great perks
• Comprehensive medical, insurance, and social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy-to-access location with direct public transport links
• Flexible working arrangements
• Coaching and mentoring from experts in your field