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

• Total 8-10 years’ experience, with 2-3 years’ experience managing a Quality and Training team.
• Experience in both voice and non-voice processes.
• Strong analytical and problem-solving skills. Must enjoy digging into data and deriving insights because we are a data-driven company obsessed with numbers.
• A quick learner who is able to understand the process and provide valuable feedback.
• Excellent interpersonal skills and ability to work with and influence different stakeholders across teams.
• Should have the ability to work under pressure and in an unstructured environment.
• Must be meticulous.
• COPC or Six Sigma (green belt) certified, or the experience of implementing Training and Quality-related processes from scratch will be an advantage.
• Excellent written and verbal communication skills with the ability to communicate with multiple levels within the organization.

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 250+ 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.