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Launched in 2011, Twitch is a global community that comes together each day to create multiplayer entertainment: unique, live, unpredictable experiences created by the interactions of millions. We bring the joy of co-op to everything, from casual gaming to world-class esports to anime marathons, music, and art streams. Twitch also hosts Twitch Con, where we bring everyone together to celebrate, learn, and grow their personal interests and passions. We’re always live at Twitch. Stay up to date on all things Twitch on LinkedIn , Twitter and on our Blog .
About The Role
The Quality Assurance team at Twitch Customer Experience is passionate about evaluating customer feedback and driving support improvements to ensure that the best customer experience is provided to our users. We are looking for a Quality Assurance Specialist to join our growing QA team.
As a Quality Assurance Specialist, you will help support the team to investigate qualitative data, identify customer experience gaps, and help expand audit coverage. You will assume an important role in performing quality assurance audits across multiple Customer Experience programs, evaluating customer sentiments, and delivering audit reports to summarize successes, misses, and trends in all supported areas. As the ideal candidate, you are highly organized, detail oriented, can communicate effectively, and have excellent project management skills. You will report directly to the Quality Assurance Program Manager.
You Will
- Maintain a customer-focused mindset and a passion for driving everyone towards a collective goal
- Perform accurate quality assurance audits across a variety of trending issues and fields
- Identify areas of opportunities for support from Customer Satisfaction survey responses
- Provide monthly survey reports to the CX leadership team to create a holistic picture of the team’s performance
- Oversee the internal customer inquiry feedback process and monitor case escalations
- Help develop relevant QA projects
You Have:
- BA/BS or Associate’s degree OR related technical training OR equivalent work experience
- Experience in a QA, customer support, or tech support position
- Fluency of non-English language(s). Please list skill levels of applicable language(s) in your resume
- Proficiency in Salesforce or comparable CRMs, JIRA, G Suite, Microsoft Office, Slack, and different broadcasting software
- Empathize with and prioritize customer needs
- A collaborative spirit and being able to communicate effectively
- Experience working on multiple concurrent projects
Bonus Points
- Fluency in German; Spanish; Portuguese; Russian or French will be particularly beneficial
- Native member and deep knowledge holder of the Twitch community
- Previous QA auditing experience
Perks
- Private Medical Insurance
- Dental, Vision & Life Insurance
- Pension Plan
- Maternity & Parental Leave
- Paid Time Off & Holidays
- Commuter Benefits
- Amazon Employee Discount
- Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, etc.)
- Lunch Served Four Times a Week
- Free Snacks & Beverages
Customer Experience Jobs in USA All Information’s
Company Name: Twitch.
Company Quick info: Twitch is an American video live streaming service that focuses on video game live streaming, including broadcasts of esports competitions. In addition, it offers music broadcasts, creative content, and more recently, “in real life” streams. It is operated by Twitch Interactive, a subsidiary of Amazon.com, Inc.
-Others Key Aspect-
- Experience: Fresher or Experienced candidate also can apply.
- Language: Verbal and Written communication in English and Local languages will be an added advantage.
- Who Apply: Fresher and Experienced both can apply.
- What Skills You Required for getting a job: Positive attitude, Being calm and cheerful when things go wrong, Communication, You can listen and say information clearly when you speak or write, Teamwork, Self-management, Willingness to learn, Thinking skills (problem solving and decision making).
- how is life at Company: Very energetic ecosystem.
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Other Jobs Find Here : https://www.twitch.tv/jobs/careers/
Company Jobs Pros and Cons: In large companies everyone can specialize. You can become an expert in some very specific subject. In large companies there is funding to do large tasks that require large amounts of capital. In small companies you can learn a whole array of things and try out many different tasks. You can be the first line desk phone greeter, and the marketing materials coordinator, the art director, and the person who builds and maintains the web site, if those are things you want to do and they need someone to raise their hand and say “I’ll give it a try”. In small companies there can be more of a family feeling where everyone pitches in to handle whatever is the priority today. It’s the classic small fish in a big pond vs big fish in a small pond comparison.
Pros-
- Big company benefits.
- There is a hierarchy of administration.
- They are generally established.
- Many fringe benefits and promotion options might be available.
- Successful operations are in abundance.
- If you fail in one field, chances are that you could be tried in another.
- You make many friends.
Cons:
- You are not personally known to the board of directors.
- Very little room for errors or mistakes.
- They follow strict discipline.
- You may be moved around by the administration as they require or see fit.
- You might not be included in the decision making.
- Some companies have a zero tolerance policy for repeat offenders.
- There are nearly always impossible deadlines to meet.
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