Quality Analyst

Location: Hyderabad, Telangana, India

Notice

This position is no longer open.

Requisition Number: 173599

Position Title: BM&O Lead I

External Description:

We’re hiring a Quality Analyst to join EA’s Worldwide Customer Experience (WWCE) organization.

WWCE exists to help the world play. We support players across the globe in 13+ languages and value employees that will bring new ideas to help make WWCE a great place to be and be from. We celebrate diversity and inclusion and aim to create great experiences for our employees as often as our players. We're looking for people who come to the office or Zoom meeting excited to work and ready for some fun.

And we want you to join us. We’re hiring a Quality Analyst

As a Quality Analyst, you report to the Quality Manager, and are part of the larger Communications and Employee Enablement team.

You’re passionate about making the advisor experience better because it ultimately affects the player experience. EA Game Advisors use procedures, process, behaviors, and policies when players contact us for help. The Quality team measures how advisors apply these along with defined Quality Behavior Standards to ensure we provide our players with a great experience. As a Quality Analyst you will analyse results, help develop quality programs, collaborate across multiple departments and provide insight and recommendations for continuous improvements.

A typical day in the life of a Quality Analyst:

Analyse service quality across the Service environment to identify, define, measure and improve behaviours that enable resolution and improve customer experience/outcomes
Develop, implement, operate, optimise and codify evaluation programs that target the objectives/KPIs of the business unit, ensuring that these programs will target the root cause of issues and provide actionable insights to improve performance
Partner with internal customers/partners to create a culture of enablement and recognising service excellence
Prepare and analyse quality reports to share insights on key wins and opportunity areas with program customers
Implement regular stakeholder cadence to review insights/opportunities, knowledge share, identify and deliver tactical action plans to evolve and improve performance and engagement
Collaborate with Quality Leads to develop, evolve and automate Quality processes and implement standards that enable both service delivery and customer experience
Lead and facilitate calibration sessions with internal customers and share results and outcomes
Collaborate cross-functionally (Process, Coaching/Training, Product Management, Data Analytics, Service Delivery etc) to identify, assess and resolve opportunities and issues
Coordinate review and feedback on Policy/Process updates to identify areas of improvement and potential gaps.

If you’re interested in this role, you’ll need these skills or experiences:

2+years experience in a similar role in a fast-paced contact centre and/or customer-facing work environment
Graduate or equivalent bachelor’s degree
Proficient knowledge of Excel with SQL and/or Tableau/GBQ/GDS an advantage
Experience in calibration, facilitation, generating and communicating data driven insights
Thrives in a dynamic, fast-paced data driven environment
Ability to communicate and influence effectively across levels and translate complex/technical concepts into consumable/relatable information
Demonstrated ability to deal with ambiguity and prioritise own work based on ROI

About EA

We exist to inspire the world to play. Through innovative technology and immersive storytelling, we deliver new ways of experiencing worlds of interactive entertainment for our millions of players worldwide. Our strength lies in the diversity of our people, combining creativity, innovation and passion. We fully champion inclusive culture, and provide opportunities for growing, learning, and leading that allows for the most impactful and rewarding work of our teams’ careers.

We put our people first, and we make sure they’re taken care of both in and out of the office. As we reflect on our learnings and successes from remote work, we aim to provide dynamic, collaborative and flexible work environments for our teams. Our employees connect through our Employee Resource Groups, which are actively involved in driving business decisions every step of the way. But our support doesn’t end at the workplace—we also encourage a balanced lifestyle with paid time off and new parent leave, free video games, fitness reimbursement and more.

Our goal is to provide a safe, respectful and inspiring workplace for all of our employees. Through our diversity, equity, inclusion and social responsibility programs, we’re doing the work to give everyone the space to be their full selves while giving back to our community. We’re looking for problem-solvers, game-changers, innovators, dreamers, doers—people that are ready to move the needle and build on our success. As our industry accelerates, we aren’t just keeping up—we’re staying ahead of the game.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. Electronic Arts also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

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Community / Marketing Title: Quality Analyst

Company Profile:

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.

EEOText:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Days Open: 34

Can this position be remote?: 0

EEO Employer Verbiage:

About Electronic Arts

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.