QA Specialist - Contact Center

Quality Assurance Specialist - Contact Center
Hybrid

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games. 

Due to major growth, we are expanding our Operations team in the US and are currently looking for a QA Specialist to join the team. 

As a QA Specialist, you will play a critical role that will support various internal teams to maintain the highest levels of quality through effective monitoring and feedback.  The successful candidate will join the Quality Assurance Team under Central Services to ensure customer facing roles across the business provide service quality excellence while maintaining compliance to VGW’s quality monitoring framework, various gameplay and provincial standards and regulations.

Key responsibilities will include:

• Review and assess interactions across various channels for customer facing roles (email, live chat, phone) evaluate player assessments and interactions against quality benchmarks and standards
• Provide clear, concise and effective constructive feedback to relevant internal stakeholders and leadership team.
• Ensure timely completion of assigned audits on a weekly and monthly basis
• adheres to departmental methodologies, internal processes and accountability checks
• Participate/facilitate in calibration sessions to align quality standards with cross-functional teams, internal stakeholders and leaders

What you will bring to the role:

• 2+ years in a contact center environment, preferably with direct Quality Assurance or Quality Monitoring experience
• 2+ years working in an online social gaming environment considered an asset
• Excellent and effective communication skills, both verbal and written
• Strong analytical and problem-solving skills
• Strong aptitude for Quality Monitoring standards and industry best practices
• Strong and provable knowledge of QM & CRM tools (Salesforce, Zendesk)

About VGW

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.

With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.

As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.

At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.

Why VGW?

At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success.

Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.

We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.  

But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.

It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things. 

If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.

Find out more at www.vgw.co

VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process.  Please advise our Talent Acquisition Specialist in advance should accommodation be required. 

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