ph3Player Support Specialist (8‑month FTC) /h3 pBarcelona, Spain /p pWe are looking for a bPlayer Support Specialist /b to join our Outsourcing team, focusing on Player Support services. The role serves as the primary supervisor and point of accountability for outsourced Player Support operations, ensuring high-quality service delivery, performance management, and collaboration between King and external partners. /p h3Responsibilities /h3 ul liSupervise outsourced Player Support operations, ensuring high-quality service delivery across first‑line and second‑line (senior agents). /li liMaintain a deep understanding of Player Support requirements and quality standards, translating them into clear expectations for vendors. /li liAct as the key intermediary between Player Support teams and outsourcing partner, ensuring clear communication, alignment, and fast issue resolution. /li liProactively identify, mitigate, and resolve operational issues, minimizing disruption to Player Support. /li liOwn performance monitoring and management, including KPIs and SLAs, ensuring targets are met and driving corrective actions when needed. /li liProvide structured feedback to outsourcing partner, ensuring agreed actions are implemented and followed through. /li liFacilitate service reviews (weekly, monthly, quarterly), driving performance discussions and continuous improvement actions. /li liAct as a bridge between stakeholders, facilitating communication, prioritization, and alignment of requests and deliverables.



/li liConduct and support quality monitoring activities, including quality evaluations, CSAT analysis, side‑by‑side evaluations, and participation in calibration sessions. /li liFacilitate operational meetings between Player Support and the outsourced team (e.g., second‑line agents), ensuring clarity on priorities and task distribution. /li liIdentify continuous improvement opportunities across service delivery, quality, and efficiency, and drive implementation of solutions. /li liAct as an ambassador for King, continuously striving to improve the player experience. /li /ul h3Skills Qualifications /h3 ul liProven experience working with outsourced service providers, ideally within Player Support or Customer Support environments. /li liStrong understanding of KPIs, SLAs, quality frameworks, and CSAT metrics. /li liAbility to deliver clear, constructive feedback and coaching to external partners. /li liExcellent communication and stakeholder management skills, with the ability to navigate between multiple teams. /li liHighly organized, reliable, and proactive, with strong ownership mindset. /li liStrong analytical and problem‑solving skills, with a focus on continuous improvement. /li liAbility to work independently in a fast‑paced environment while collaborating effectively with cross‑functional teams. /li liExcellent written and verbal communication skills in English. /li /ul /p #J-18808-Ljbffr

📌 Player Support Specialist, Outsourcing (Game Services) (Barcelona)
🏢 King
📍 Barcelona