Nintendo of America Inc.
The worldwide pioneer in the creation of interactive entertainment, Nintendo Co., Ltd., of Kyoto, Japan, manufactures and markets hardware and software for its Nintendo Switch™ system and the Nintendo 3DS™ family of portable systems. Since 1983, when it launched the Nintendo Entertainment System™, Nintendo has sold more than 4.7 billion video games and more than 740 million hardware units globally, including Nintendo Switch and the Nintendo 3DS family of systems, as well as the Game Boy™, Game Boy Advance, Nintendo DS™ family of systems, Super NES™, Nintendo 64™, Nintendo GameCube™, Wii™ and Wii U™ systems. It has also created industry icons that have become well-known, household names, such as Mario, Donkey Kong, Metroid, Zelda and Pokémon. A wholly owned subsidiary, Nintendo of America Inc., based in Redmond, Wash., serves as headquarters for Nintendo’s operations in the Americas. For more information about Nintendo, please visit the company’s website at http://www.nintendo.com .
** This is a CONTRACT position
DESCRIPTION OF DUTIES:
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- Conducts agent quality monitoring and evaluations across the CS network for all lines of business – ensuring compliance with established quality standards
- Utilizes cluster reviews to identify gaps in knowledge and training and provides network wide coaching recommendations to drive quality improvements
- Creates trend investigation reports and recommendations
- Recommends solutions for quality related issues across the network
- Coordinates and facilitates Team Support and Partner Center quality calibrations
- Ensures compliance to contact data collection through regular reporting and trend analysis
- Collaborates with various CS teams for quality and productivity related projects
- Assists in identifying trends that increase agent efficacy and consumer satisfaction
- May provide project or customer-facing support as needed
- Conducts evaluation training and reviews quality evaluations for accuracy across the network
- Trains and educates Team Support and Partner Center quality teams on quality process updates
- Supports new hire training with agent monitoring as they transition to the floor
- Responsible for planned and ad-hoc quality trends investigations
SUMMARY OR REQUIREMENTS:
- 3+ years of experience in customer support
- Nintendo Contact Center experience preferred
- Exceptional listening, interpersonal and verbal communication skills
- Knowledge of contact center key performance metrics (Average handle time, after call work, service level, CSAT)
- Exceptional writing and documentation skills
- Excellent skills resolving complex consumer situations
- Strong typing skills required (50+ wpm preferred)
- Proficiency with MS Word, Excel, PowerPoint, Outlook
- Preferred experience with call listening / analytics tool
- Bilingual: Positions require proficiency (verbal and written skills) in English and Spanish
High School Diploma
** This is a CONTRACT position
This contract position has a base pay range of $27 - $37 per hour and is eligible for benefits through the employing agency. Agency benefits may include medical, dental and vision, 401(k), basic/supplemental life and AD&D insurance, short- and long-term disability insurance, health and dependent care spending accounts, transportation benefits, employee assistance program, paid sick leave, and up to 6 paid holidays per year. All benefits are subject to elections, eligibility requirements, plan and program terms. Benefits offerings will be confirmed at the time of offer by the employing agency, and may differ depending on the employing agency partner.
#LI-Hybrid
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