ph3What is your mission? /h3 ul liDedicated Independent Quality Analyst. Work alongside the client's Quality PM, Vendor Manager, LD PM, Policy team and wider Player Care team, to drive QA excellence within global Player Support vendors. /li liSurface insights and recommendations to improve the quality of support, player experience, policy and processes, and ensure vendor consistency and integrity. Responsible for the quality standards of global partners through QA evaluations and deep dives. Reporting to the Independent QA/Centralized QA Account Manager. /li liResponsible for continuous learning of gameplay and player support ticket handling policies and processes. Be the expert on client game products and SME for your focus market. /li liEvaluate player support tickets to identify areas for improvement on the Partner and Language market level; conduct analysis to identify gaps in quality standards with vendor QAs. /li liUse available tools to gather data and analyze market trends or patterns affecting quality and player experience. Deliver these insights to relevant stakeholders. /li liTake part in, run, and facilitate calibration sessions within your own team and with global vendors. /li liGreat communication skills and interpersonal skills. Ability to resolve QA disputes and calibration discrepancies with global vendors. /li liExcellent reporting and presentation abilities, experienced in delivering Business Reviews to stakeholders of various levels. /li liCollaborate with client and global QA vendor team members to improve player support experience.



/li liProvide insights to Learning Specialists to close agent knowledge and skill gaps. /li liComplete targeted deep dives on an ongoing basis. /li liUse relevant sample size calculations to ensure efficient quality analysis of productivity. /li liEvaluate both assisted (agent) and non-assisted (bot) tickets to help improve the overall player experience. /li liProvide structured and timely feedback and/or recommendations for procedural and process improvements within the client's organization. /li liAgile team player, willingness to share knowledge and best practices to improve overall team performance and motivate each other. /li liAble to work independently, problem solver, analytical mindset with a good acumen on trend spotting, able to connect the dots. /li liAble to drive QA initiatives and projects on a team and general level. /li liAble to work with cross-functional partners of different regions, stakeholder management experience. /li liAble to make sense of complex and multilayer QA information, turn it into concise and valuable insights to client and global vendors. /li liAble to perform under pressure, meet deadlines and deliverables through great time and task prioritization.



/li /ul h3Who are we looking for? /h3 ul liProficient command in English as a 2nd language (If English is not the language to be audited) - minimum C1 level. /li liFluent or native level in the focus language market: verbal, written, listening, comprehension. /li liCOPC Quality Management certification desired /li liLean Six Sigma certification desired (Yellow or Green Belt) /li liHigh proficiency in Excel, Google Sheets or any other data tool (Tableau etc) /li li3 years of QA experience in a quality team structured around COPC standards (preferred), contact center environment. /li liExperience in running short to long term quality projects, quality analysis or deep dives, quality calibration. /li liGaming industry experiences desired /li liValid EU passport/Working Visa /li /ul h3About TDCX /h3 pSingapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality. /p pWith a focus on helping companies enable the future, TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit /p /p #J-18808-Ljbffr

📌 QA Lead with French (Barcelona)
🏢 Tdcx
📍 Barcelona