Quality Assurance Specialist

3 weeks ago

New Delhi, India Baazi Games Full time
Baazi Games embarked on an extraordinary quest, fuelled by a vision to revolutionize the online gaming landscape in India. Armed with a treasure trove of homegrown applications, we unleashed a magnetic blend of skill-based games with real-money stakes, igniting a gaming revolution that captured hearts nationwide. Our extraordinary gaming havens, boasting irresistible names like PokerBaazi, CardBaazi and SportBaazi, ascended to iconic status with lightning speed, becoming cherished fixtures in countless households. What truly sets us apart is our unwavering dedication to crafting unforgettable experiences for our players, cultivating a passionate community of over 12 million users who expect nothing short of gaming brilliance.

We are seeking a highly skilled and experienced Quality Assurance Analyst (QA) who is responsible for the performance of our associates who deal with our existing and potential customers. The QA will monitor inbound/ outbound calls/emails/Chat responses to assess associate’s demeanour, technical accuracy, customer service performance, and conformity to organization's policies and procedures

ABOUT THE ROLERole: Quality Assurance Analyst - Customer SupportExperience – 2 to 5 yearsLocation: Delhi

What you will do:Report violations of rules, regulations, policies, and procedures by evaluating or recommending the initiation of investigative and corrective proceduresAuditor will have to conducts audits dailyCreate models that optimize the resources, inputs & outputs of Compliance operations businessReporting of key insight trends, using statistical rigor to simplify and inform the larger team of noteworthy story linesPreparation of daily dashboards and analysis of reports/dataPublish quality scores with teams and provide feedbacks to the associates and close loop on audit observationsIdentify root cause of defects/errors and find areas of improvements in the process being audited. Provides ideas for process improvements to enhance process efficiency, quality and customer experience based on auditsRespond to stakeholders with guidance and flags any updates to Lead/ManagerOrganising calibration sessions with Quality/Operations/TrainingsIdentifying TNI and BQM basis on quality dashboard and auditing chat/email/calls for TNI and BQMConducting CSAT analysis to improve the process towards customer satisfaction and bridge the existing process gaps  Coaching the associates on quality parameters and organization’s expectationsConducting quality sessions in NHT batches for quality parameters understandingEnd to end audit and feedback closure for OJT & nesting advisorsConducting process update huddles like pre-shift/ post-shiftInitiating different activities for associates health check like dip check/ live audits etc.

What we are looking for:

Proficiency in verbal & written communication in EnglishGood working knowledge of MS Office, MS Outlook; MS Excel proficiency is an advantageStrong attention to detailsAbility to analyse and identify patterns in large data setsKnowledge of feedback techniques Basic QualificationsGraduation in any Discipline is required for this positionShould have Knowledge of 7QC, CSAT, Hygiene audit, tools, initiativeDecision making aptitudes based on given guidelines and in ambiguous contextsMust be comfortable working with large data sets2-5 years of experience in data-driven business operations processes – Business Process Outsourcing, Operations processes; Database management is an added advantage

BAAZI GAMES Main Platforms-PokerBaazi.comSportBaazi.comCardBaazi.com

Website::Life at Baazi:

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