French Speaking Quality Analyst

Quality Analyst (French/English), Worldwide Customer Experience

Galway, Ireland

The Mission                           

The WW Customer Experience organization is committed to delivering the world's best customer experience for the world's best games. We are always working to improve our internal processes and tools to achieve higher customer and employee satisfaction levels. You can help.

The Role                                 

Lead our advisors to a level of EA Quality Excellence by insuring that our operations departments are calibrated on quality reviews.                                                     

What We Need                      

The Quality Analyst will be responsible for:

• Performing quality checks on advisors in French and English for calibration purposes
• Communicate calibration improvement plans to management
• Facilitate calibration calls with operations departments at vendors and captive sites.
• Work with vendor team to calibrate on quality reviews
• Analyze surveys to determine gaps and issues
• Provide detailed DSAT analysis reporting and calibration reporting
• Insure consistent compliance to quality procedures throughout department and report non-compliance to management team.
• In conjunction with Management, identifies and provides ideas for improvements that are related to providing customers with an exceptional level of service.
• Stay current on call center trends and software.
• Managing Special projects as necessary
• Maintaining extemporary quality standards
• Communicating top issues to management
• Communicate training or process enhancement needs to Quality Management
• Position may include other duties as assigned by Quality Manager

What You Have                     

The ideal candidate will possess

Essential

• Ability to speak, read, and write fluently in  French and English
  • French should be the native language and English supplemental language

• A minimum 1 year of EA Advisor or equivalent Contact Centre experience
• Exceptional and professional communication skills; both verbal and written with the ability to communicate issues in a thorough, concise manner
• Intermediate to advanced Microsoft Office skills
• Ability to identify process gaps and work inter-departmentally to formulate/implement effective resolution
• Excellent problem solving, researching, and documentation skills
• “Can-Do” and upbeat personality with a passion to encourage the same for team members
• Must be detail oriented with strong organizational and follow up skills
• Ability to be flexible and to handle multiple tasks simultaneously

Desired

• Experience in PC and Mac troubleshooting
• Previous experience in data analysis preferred
• In depth knowledge of efficient processes and flows, and the ability to enact change while maintaining the day to day workload.
• Desire to learn, retain and build upon training
• Excellent interpersonal skills with ability to form good working relationships with staff at all level
• A calm and controlled demeanor during difficult situations

• Solution oriented - "I will find the cure" mentality
• Ability to be flexible and to handle multiple tasks simultaneously
• Project Management experience preferred. This includes the ability to follow-up on tasks, track actions and progress along with providing detailed and actionable reporting.

The Perks

Compensation:

EA Ireland offer a highly competitive base salary and benefits package including but not exclusive to; bonus, shares, pension, life assurance, long term disability protection, out of country relocation and games.

Please Note:

Applicants must be eligible to work in Ireland without company sponsorship