Quality & Training Specialist

Remote US & Canada

Job Description 2024

Thatgamecompany is seeking a creative, detail-oriented, and passionate individual to join our team as a Quality & Training Specialist with the Support and Safety Team. This role is focused on ensuring talent delivers a great and caring experience to our players. They will also collaborate closely with internal and external talent for performance data and reporting across the department. A summary of the responsibilities included in this role can be found below: 

Responsibilities:

• QCM (QC System Management)
• Maintain and update quality control materials for internal and vendor use
• QC Review and performance data
• Conduct weekly reviews of staff performance and record results for leadership review 
• Deliver QC scores to internal staff and identify trends in feedback 
• Host routine calibrations to ensure consistency in a global setting 
• CSAT | StarReach performance
• Monitor CSAT reports of vendor work 
• Conduct quarterly audits of agent policy consistency  
• Planning and execution of team training 
• Creation and maintenance of Support & Safety training materials
• Assistance with Support Materials for live-Ops / Tools / Systems
• Perform routine reviews of evergreen documents like Onboarding & Content training
• Assist with sensitive ticket escalations & Helpshift monitoring

Qualifications:

• At least 3 years overall experience in a Customer Support or adjacent role 
• At least 2 years directly overseeing quality work of talent, ensuring a great experience for the customer or client. 
• Proven experience with tools such as Jira, GGWP, Helpshift, Confluence, PowerBI or equivalent
• Proven experience with Google Workspace including Google Sheets, Docs, Drive, and Slides 
• Strong attention to detail 
• Ability to identify trends in data 
• Ability to work collaboratively and effectively with diverse teams and stakeholders, both internally and externally.
• A passion for creating and shipping innovative experiences to players, and a strong belief in thatgamecompany's vision.

Nice to have:

• Photo and video editing experience
• Experience playing Sky: Children of the Light and other TGC games 
• A passion for video games and the TGC vision 
• Language skills: proficiency in Japanese and able to collaborate with a global team. 
• Team leadership or mentoring experience

Perks:

• Paid Time Off, Holidays, and Two Weeks Winter Break 
• Employees and their dependents get medical, dental, and vision coverage, regardless of their level, tenure, or position within the company. Moreover, these benefits start on the first day of the job—there’s no waiting period before they kick in. 
• Compassionate leave for employees who needs to take care of their family members
• Pre-tax wellness stipend
• Pre-tax work from home stipend
• Access our savings plan (401K program) with company match 
• Mental health resources including Headspace membership and Employee Assistance Program (CCA) 
• Discount portal for everyday goods and services
• Support for personal and professional development

We look forward to meeting you!

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

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