Junglee Games

Senior Customer Experience -T&Q/ Analyst

As our Senior Customer Experience -T&Q/ Analyst, you will work in small, fast-paced teams in a challenging, technology-driven environment. You should always strive to provide our users with the best possible service as we place special emphasis on supporting our users always strive to provide users the best possible service as we place special emphasis on supporting our users

Responsibilities:

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

Requirements

  • Excellent verbal, written, and interpersonal communication skills.
  • The employee should have a minimum experience of min 1 year and a maximum of 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 of contact center experience and Bachelor's Degree a plus
  • Outstanding customer service skills and dedication to providing exceptional customer care

Criteria for Applying - Good to have

  • Must be a 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 is a plus


About Junglee Games

Junglee Games is a leader in the skill-gaming space, with close to 75 million users. Founded in San Francisco in 2012, and part of the $30 Bn Flutter Entertainment Group, Junglee Games is the fastest-growing skill-gaming company in the world. Some of our notable games are Junglee Rummy, Howzat, Eatme.io and Solitaire Gold.

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

Since we were founded, we've drawn 500 of the world’s most talented people into our ranks. Our team has worked on international AAA titles like Transformers, Star Wars: The Old Republic, Real Steel, Rio, 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. Junglee Games is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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