- Entry level
- No Education
- Salary to negotiate
- Newcastle upon Tyne
Ubisoft is composed of over 14,000 talented people located in five continents across the globe.As the 3rd largest independent games publisher in the world we are serious about fun. We work in an ever evolving and competitive business and need to provide consumer support which engages and amazes our customers who are more connected to us than ever before.
The Consumer Relationship Centre provides our consumers with an awesome experience at every point of contact. This multilingual centre manages interactions with consumers through a range of communication channels including community management, telephone, email, social and chat. Working in close collaboration with the wider business, the CRC is key in helping us fulfill our mission: to enrich players’ lives with unique and memorable gaming experiences.
The Development and Quality Manager reports to the CS Development Manager. Key responsibilities include direct line management of a designated group of Quality Assurance Specialists and 2nd level management of a group of Learning and Development Specialists and the Learning and Development Lead.
You will drive an exceptional player experience through your management of all training, development and quality assurance activities on –site and across our network of partner sites in EMEA and Asia.
As Manager of the team, motivate and inspire with clear performance targets and ongoing coaching to ensure delivery.
Monitor QA attainment and calibration results to ensure SLA’s are met.
Monitor learning and development activities to ensure the CRC has the knowledge and expertise to deliver the high level of support to our players.
Handle the first level of escalated QA requests from the Operations team and Partner sites to ensure timely and accurate outcomes.
Share feedback and recommendations with CS Development Manager on tools, process and training requirements identified from QA and Training output.
Collaborate closely with the Player Support Operations Manager to ensure QA guidelines are aligned with the needs of the Players and the CRC Management team.
Collaborate with the Player Support and Game Operations team to ensure learning and development needs are addressed.
Manage all team related HR activities (e.g. absence management, probation reviews, disciplinary, performance management etc.)
Establish and maintain daily regular touch points with the team as a whole and individuals on 121 basis.
Establish a schedule of communications to create, deliver and maintain a strong team bond.
Manage QA and training expectations for our Partner sites, working directly with the QA and training managers in each site to ensure alignment, strong collaboration and calibration.
Work to continually support and evolve the QA guidelines and training materials to adapt to the evolving needs of our players
Support the CRC and its partners with QA and training related technologies including E-learning platforms, and quality and surveying tools.
Skills and Experience
3-5 years of experience managing quality and training support functions within a customer contact centre environment.
Strong proven knowledge of training and quality processes and best practices.
Proven people skills
Strong communication skills with the ability to work in a complex organisational structure.
Good organisation and logical thinker
Ability to provide strong direction
Strong team player
Strong interest and passion for video-games
This role may require occasional travel to other Ubisoft locations.
We offer a competitive package :
Permanent contract with personal performance bonus, pension, life insurance, private healthcare, long term disability insurance, free games a great work environment and flexible working opportunities.
Ubisoft is committed to creating an inclusive work environment that reflects the diversity of our player community. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, religion, gender, sexual orientation, age or disability status.
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About the company
Ubisoft is a leading creator, publisher and distributor of interactive entertainment and services, with a rich portfolio of world-renowned brands. The teams throughout Ubisoft's worldwide network of studios and business offices are committed to delivering original and memorable gaming experiences across all popular platforms.