Quality Evaluator - German - Remote

Sep 09, 2022
Gaillimh, Ireland
... Not specified
... Senior
Full time
... Full remote

Quality Evaluator - German - Remote from anywhere in Ireland

Electronic Arts is the leading interactive entertainment company, powered by innovative technology. We create incredible experiences for millions of players around the world. But what matters most is our people who inspire us, and the world, to play. As we bring new forms of entertainment to people around the world, we need creative, collaborative, diverse and adaptable people to keep making Electronic Arts better.

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team. We're looking for all the best kinds of people to make great experiences for our players. People want a job that inspires them while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself. And we want you to join us. We're hiring a German Quality Evaluator. This role is part of EA's Customer Experience organization. The Customer Experience organization strives to make EA known for taking care of its players. We're players taking care of players and people talking to people – whenever, wherever, and however they need us.

Join us! You will report to the Quality Assurance Team Manager.

So how does our Quality Evaluator make great experiences for our players? They:

  • Review quality evaluations from our global quality teams to ensure alignment with our Quality programs
  • Participate in and facilitate monthly calibration sessions to ensure understanding of the vision and guidelines of the Quality Program
  • Analyse data and trends to determine gaps and issues, making recommendations to guide Quality improvements
  • Support our global quality auditing team by monitoring all Quality communication channels and providing regular guidance and supporting documentation/resources.
  • Responsible for reviewing and deciding the outcome of Quality disputes.
  • Perform quality evaluations of customer interactions on all channels: Chat/Email/Calls/Online/Social
  • Oversee other responsibilities as assigned by the Quality Manager

If you're interested in this role, you'll need these skills or experiences:

  • Experience in a contact centre Quality Assurance role
  • Fluency in German both written and verbal
  • Fluency in English, both written and verbal-additional languages an advantage
  • Proficiency with Microsoft Office: Word, Excel, PowerPoint
  • The ability to identify process gaps and make recommendations based on analysis
  • Excellent problem solving, researching, and documentation skills
  • "Can-do" and upbeat personality with a passion to encourage the same for team members
  • Have strong organizational and reporting skills to be flexible in a fast-paced environment with frequent updates
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