Junglee Games

Team Lead- Quality Assurance Customer Experience

As our Team Lead- Quality Assurance Customer Experience, you will lead a team dedicated to improving our ability to deliver and provide the best customer experience. You will be the custodian of the Quality, Training, and Knowledge Management team.


RESPONSIBILITIES

  • Participate in design of call/email/chat monitoring formats and quality standards.
  • Perform call/email/chat monitoring and provides trend data to internal team members and managers .
  • Use quality monitoring data management system to compile and track performance at team and individual level.
  • Participate in customer and client listening programs to identify customer needs and expectations.
  • Provide actionable data to various internal support groups as needed.
  • Coordinate and facilitates call calibration sessions for call center staff.
  • Provide feedback to CX agents, team leaders and managers.
  • Prepare and analyzes internal and external quality reports for management staff review.
  • Perform additional tasks as data analysis and reporting as assigned on ad-hoc basis
  • Login to manage live cases as and when required to stay updated with process and support business

Requirements

  • The employee should have minimum experience of min 1 year and maximum 3 years as QA/Trainer on papers.
  • A minimum of 1-year service in the current role.
  • The application will be screened for eligibility criteria
  • >2 years contact centre experience and Bachelor Degree a plus
  • Excellent verbal, written and interpersonal communication skills;
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • Must be self-motivator and self-starter
  • High focus on quality and customer service
  • Exceptional listening and analytical skills
  • Good time management skills
  • Creative ability & writing proficiency
  • Ability to multitask and successfully operate in a fast paced, team environment
  • Must adapt well to change and successfully set and adjust priorities as needed
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel and PowerPoint) or Google sheets.
  • Bi-lingual a plus

About Junglee Games

Junglee Games is a leader in the skill-gaming space, with over 25 million users. Founded in San Francisco in 2012, and funded by top-tier Silicon Valley VCs, Junglee Games is the fastest-growing skill-gaming company in the world. Some of our notable games are Junglee Rummy, Eatme.io, Junglee Teen Patti, and Howzat.

With teams in 7 countries, Junglee is 350+ people strong and has close to doubled in revenues and headcount every year. With YOY growth of 80-100% and high profitability, Junglee will see close to $600 million in gross transaction volumes in FY19-20 and scale to 50 million users.

Our team has worked on international AAA titles like Transformers, Real Steel, Mech Conquest, and Dueling Blades. Our designers have worked on some of Hollywood’s biggest hits, including the movie Avatar.

Junglee is not just a gaming business - it is a blend of data science, innovation, cutting-edge technology, and, most importantly, a values-driven culture that is creating the next set of conscious leaders.

Our mission is to build entertainment for millions of people around the world and connect people through high-quality games with customer delight.

Junglee Games is an equal opportunity employer. The organization celebrates diversity and takes pride in its inclusive environment where all employees are treated equally.

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