Customer Service QA Specialist

Job Title: Customer Service QA Specialist (Gaming Account)

Work Setup: Work Onsite in Pasay

Job Summary

The Quality Analyst ensures consistent delivery of high-quality customer interactions across voice, chat, and email support for Gaming and Customer Service accounts. This role involves building QA frameworks, evaluating agent performance, and implementing improvement strategies aligned with client KPIs and gaming industry standards. The ideal candidate is analytical, detail-oriented, and understands the dynamics of player engagement and compliance in gaming environments.

Key Responsibilities

QA Strategy & Framework Development

• Design and implement QA scorecards for eFectiveness, soft skills, compliance, and player satisfaction.

• Establish quality review processes tailored to inbound/outbound calls, chat, and email interactions.

• Align QA criteria with client KPIs such as conversion, CSAT, FCR, NPS, retention, and gaming-specific metrics (e.g., VIP handling, player loyalty).

Monitoring & Evaluation

• Conduct regular audits across all agent touchpoints and provide actionable coaching feedback.

• Analyze call/chat/email samples to identify trends, errors, and improvement opportunities.

• Ensure calibration with Team Leaders, Trainers, and Operations to standardize QA interpretation.

Coaching & Performance Improvement

• Lead QA coaching sessions and performance clinics focused on gaming scenarios.

• Partner with Training to design QA refreshers or targeted skill-up programs for sales and gaming support.

• Track agent QA progress over time and flag for additional intervention or recognition.

Reporting & Insights

• Generate weekly/monthly QA dashboards and compliance summaries.

• Provide root-cause analysis on quality gaps and propose sustainable solutions.

• Deliver insights to Operations and Clients during performance reviews and business updates.

Compliance & Risk Management

• Ensure adherence to client-specific, gaming regulations, and data security standards (e.g., PCI, GDPR).

• Escalate red-flag quality or compliance issues to Ops and Client POCs.

Competency Areas & Leadership Attributes

• Strategic Thinking & Goal Setting: Align QA eForts with gaming business strategies and client KPIs.

• Decision-Making & Agility: Adapt quickly to changes in gaming campaigns and resolve crises eFectively.

• Problem-Solving & Innovation: Apply analytical thinking to resolve operational challenges and design scalable solutions.

• Talent Development & People Leadership: Identify high-potential team members and mentor future QA leaders.

• Client Relationship Management: Build trust, resolve escalations diplomatically, and drive client satisfaction.

• Conflict Resolution: Address internal and customer-facing conflicts constructively.

• Process Ownership: Create, improve, and document workflows, escalation paths, SOPs, and policy updates.

• Cultural Intelligence: Lead inclusively across multi-national gaming teams.

• Data-Driven Management: Utilize dashboards, reports, and KPIs to make informed

decisions.

• Technology Enablement: Embrace digital tools (CRM, QA dashboards, ticketing

systems) for performance optimization.

Qualifications

• 2+ years QA experience in BPO (Gaming and/or Customer Service campaigns)

• Strong knowledge of QA methodologies, coaching techniques, and calibration processes.

• Familiarity with tools such as Playvox, Observe.AI, QA Scorecard Builders, CRMs, and gaming platforms.

• Excellent communication, feedback delivery, and documentation skills.

• College-level education required; certifications in QA, coaching, or Six Sigma is a plus.

Job Type: Full-time

Benefits:

• Paid training

Experience:

• QA in Gaming Campaign : 2 years (Required)

Work Location: In person