Support Team QA Specialist

Hey there!
We’re looking for Support Team QA Specialist.

As a Quality Assurance Specialist, you’ll be responsible for building our QA system from the ground up, ensuring that every customer interaction meets our high standards. You’ll create quality monitoring forms, integrate and calibrate them using tools like Playvox, Scorebuddy, or MaestroQA, and set up a robust process for reviewing tickets, providing feedback, and coaching support agents. You’ll also collaborate with various teams to ensure a seamless customer journey. We aim to create the best support system in the gaming and gaming-related industries, and you’ll be a key player in achieving that goal.

📍What to do

• Develop the QA system from scratch: Create monitoring forms and quality standards for customer interactions.
• Integrate and calibrate these forms using specialized tools (e.g., Playvox, Scorebuddy, MaestroQA).
• Establish clear ticket review processes, including frequency, selection criteria, and feedback methods for support agents.
• Conduct regular audits: Review tickets and chats to ensure adherence to quality standards.
• Analyze errors and identify common issues in agent performance (e.g., lack of empathy, insufficient accuracy).
• Prepare recommendations for updating the website, knowledge base, and training materials.
• Provide feedback and coaching: Offer constructive feedback to each agent, conduct training sessions, and create development plans in cooperation with Team Leads.
• Maintain and update tags, macros, and templates to ensure consistency and relevance.
• Collaborate: Work with Support Team Leads on training programs and with other teams (e.g., CRM, product) to improve customer interactions at all stages.

🦸 Your superpowers

• 2-3 years of experience in support or a similar QA role.
• Knowledge of customer service best practices and quality audit methods.
• Ability to develop and implement QA processes from scratch.
• Strong analytical skills and experience working with data (reporting tools, Google Sheets/Excel).
• Excellent communication skills for providing feedback and coaching.
• Fluency in English (C1) is required. Knowledge of Spanish is a plus.

🍪 Team Perks:

● Totally remote work from wherever you grind. Into coworking? We’ve got your back
● Flex schedule with no time tracking, because our goal is results
● Work gear on us, get the tech you need
● Half-year bonus Twice a year every mojamer receives a sweet bonus as a nod to our shared achievements
● Competitive salary with performance-based bonuses.
● Opportunity to work with a passionate team in the gaming industry.
● Exclusive perks and access to in-game content and events.
● Career growth opportunities in a fast-growing company.

Let’s add more jam together 🚀