We are looking for Minecraft Player Support Quality Analyst who can join us immediately at our Bangalore Office The Minecraft Player Support Quality Analyst is responsible for evaluating the quality, accuracy, and consistency of player support interactions across the Helper organization. This role serves as a subject matter expert on Minecraft Player Support policies, workflows, tools, and escalation paths.

A successful Quality Analyst must possess a deep understanding of Tier 1 and Tier 2 Helper responsibilities and be able to accurately assess whether player issues were investigated, documented, resolved, and escalated according to established procedures.

The Quality

Analyst partners closely with Operations, Learning & Development, Team Leads, and Helpers to maintain quality standards, identify improvement opportunities, and drive exceptional player experiences. This role aligns with the team's focus on audit quality, calibration, diagnostic accuracy, and investigative depth.

Key Responsibilities

Quality Auditing & Decision Accuracy

- Conduct quality reviews of Tier 1 and Tier 2 player support interactions across all supported channels.
- Evaluate helper performance against established quality standards, policies, procedures, and player experience expectations.
- Audit decision accuracy to ensure Helpers correctly diagnose issues, apply policies, choose appropriate resolutions, and follow escalation requirements.
- Verify that helper actions, troubleshooting steps, investigations, and account actions are properly documented.
- Identify quality trends, recurring errors, and coaching opportunities through audit analysis.
- Participate in audit-of-audit processes and calibration sessions to ensure scoring consistency across the Quality team. Audit calibration and accuracy are key operational objectives.

Workflow & Policy Expertise





- Maintain expert-level knowledge of all Tier 1 and Tier 2 workflows, including:
- Account Support
- Marketplace Support
- Realms Support
- Technical Troubleshooting
- Promotions & Events
- Escalation Processes
- Internal Investigation Procedures
- Understand helper ownership models, escalation paths, and decision frameworks.
- Stay current on policy updates, tool changes, knowledge base updates, and operational initiatives affecting support delivery.

Coaching & Continuous Improvement

- Provide actionable feedback to Helpers, Team Leads, and Operations Leadership.
- Support quality improvement initiatives through trend analysis and coaching recommendations.
- Assist Learning & Development teams by identifying skill gaps and training opportunities.
- Participate in calibration discussions to improve consistency and alignment across support teams.
- Support initiatives designed to improve player satisfaction, response quality, and diagnostic accuracy. Recent QC initiatives have specifically focused on PSAT-rated tickets, personalization, response quality, and investigative depth.

Reporting & Analysis

- Track and report quality metrics, audit findings, and compliance trends.
- Analyze root causes behind recurring quality issues and recommend corrective actions.
- Assist with quality reporting, operational reviews, and performance discussions.
- Monitor dispute trends and support dispute resolution processes when audit scores are challenged.



QC teams currently manage audit disputes and audit-of-audit reviews as part of quality governance.

Required Qualifications

- Minimum 2 years of experience in customer support, quality assurance, moderation, operations, or a related role.
- Demonstrated expertise in Minecraft Player Support workflows or comparable gaming support environments.
- Robust understanding of support troubleshooting methodology and issue investigation.
- Ability to evaluate complex support scenarios and determine whether the appropriate outcome was selected.
- Excellent written and verbal communication skills.
- Strong analytical and organizational skills.
- Ability to interpret and apply policies consistently.
- Experience working with ticketing platforms such as Zendesk or similar systems.

Preferred Qualifications

- Previous experience as a Minecraft Tier 2 Helper, Team Lead, Incident Manager, or Quality Analyst.
- Experience conducting audits, coaching sessions, or performance calibrations.
- Knowledge of Minecraft products, services, account systems, Realms, Marketplace, and technical support processes.
- Experience with reporting platforms, analytics tools, and quality dashboards.

Core Competencies

- Decision Accuracy Assessment
- Quality Auditing
- Policy Interpretation
- Troubleshooting Analysis
- Investigative Review
- Coaching & Feedback
- Attention to Detail
- Root Cause Analysis
- Cross-Team Collaboration
- Player-Focused Mindset

Success Measures

- Audit completion targets achieved.
- Audit accuracy and calibration alignment maintained.
- Consistent identification of decision-quality opportunities.
- Reduction in repeat quality findings.
- Positive impact on player satisfaction and support quality metrics.
- Effective identification of training and process improvement opportunities.

📌 Minecraft Player Support Quality Analyst (Bengaluru)
🏢 Everforth Quinnox
📍 Bengaluru