About the Company:
Driffle is a global digital goods marketplace specializing in digital gaming products, including games, gift cards, DLCs and more across 140+ countries. We are a team of gamers with the aim of making gaming accessible and affordable to everyone. Operating across multiple jurisdictions, Driffle facilitates high-volume cross-border transactions and works with global payment service providers to deliver seamless digital commerce experiences.
About the Role:
The Support Quality & Training Specialist is responsible for improving support team performance through quality assurance, process training, coaching, and continuous improvement initiatives. This role ensures that customer support interactions meet company standards while supporting the development of team knowledge, service quality, and operational efficiency. The position works closely with Support Operations, Team Leaders, and cross-functional departments to identify performance gaps, deliver effective training, and enhance support processes.
Key Responsibilities:
Quality Assurance
- Monitor and evaluate customer support interactions on tickets.
- Conduct regular quality audits based on established service standards and KPIs.
- Provide constructive feedback and coaching to support team members.
- Identify recurring quality issues and recommend corrective actions.
- Track and report quality performance trends and improvement opportunities.
Training & Development
- Design, coordinate, and deliver onboarding and refresher training programs.
- Develop training materials, SOPs, process guides, and knowledge base content.
- Conduct workshops and coaching sessions to improve product knowledge, communication, and customer service skills.
- Support continuous learning initiatives for the support team.
- Assess training effectiveness through evaluations and performance monitoring.
Process Improvement
- Identify process gaps and inefficiencies within support operations.
- Collaborate with stakeholders to improve workflows, customer experience, and operational performance.
- Maintain and update support procedures and quality standards.
- Ensure compliance with company policies and customer service guidelines.
Reporting & Analysis
- Prepare quality and training performance reports for management.
- Analyze support metrics, customer feedback, and QA scores.
- Recommend actionable improvements based on data insights.
- Support performance calibration sessions with team leaders and managers.
Key Requirements:
- Experience & Education: Bachelor's degree preferred with 2-3 years of experience.
- QA & Training Expertise: Strong understanding of customer service standards, QA methodologies, and experience creating training materials and conducting coaching sessions.
- Analytical & Technical Skills: Strong problem-solving abilities, high attention to detail, and proficiency in Microsoft Office and CRM/support systems.
- Execution & Compliance: Process-oriented mindset with the ability to manage multiple priorities, work cross-functionally, and drive core KPIs (including QA scores, CSAT, SOP compliance, and error reduction).
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