TDCX offers digital CX solutions, helping brands acquire customers, build loyalty and protect their communities.
QA Lead, French
Location
Singapore
Posted
37 days ago
Salary
0
Seniority
Senior
Job Description
QA Lead, French
TDCX
• 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.
Job 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
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
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