Korean Quality Analyst - QA and Data Insights

Keywords Studios Plc; United States; Remote; USD 33,000 - 44,000; Part time

Benefits offered by this job

Group Health Insurance

Annual leave

Paid Sick Leave

Paid Marriage Leave

Seasonal Gift Bonus

Employee Assistance Program

Job summary

Keywords Studios Plc is hiring for a role in quality monitoring within its Player Engagement/Operations team. You will monitor agents’ transactions, audit outputs, and ensure compliance with client guidelines while maintaining data integrity.

The position emphasizes multilingual proficiency (Korean and business English) and experience in contact centers. The role supports continuous quality improvements, calibration with auditors and supervisors, and provides actionable insights to enhance

Qualifications

• Minimum of 1 year experience in a high functioning quality organization within a contact center.
• Total of 2 years work experience in a contact center.
• Nice to have Six Sigma, LEAN, COPC, and TQM knowledge.
• Proficient in Excel or Google Sheets.
• Excellent oral and written communication skills.
• Adaptive to changing work schedules.

Responsibilities

• Transaction Monitoring. Monitors and audits transactions performed by representatives against internal and/or external customer experience expectations.
• Ensures that transaction monitoring goals of the Company are met.
• Ensures outputs comply with client guidelines and address performance issues.
• Maintains data integrity by reviewing inputs before review or consolidation.
• Quality data scrubbing and root cause analysis to improve customer experience and prevent fraud.
• Calibrates with internal and external stakeholders and monitors randomly selected interactions.
• Provides actionable recommendations to Operations through QC Audit data analyses.

Skills

Korean language

Business English

Quality monitoring

Data analysis

QA tools familiarity

Tools

PlayVox

MaestroQA

ScoreBuddy

NICE

Verint

Job description

Keywords Studios Plc is hiring for a role in quality monitoring within its Player Engagement/Operations team. You will monitor agents’ transactions, audit outputs, and ensure compliance with client guidelines while maintaining data integrity.

The position emphasizes multilingual proficiency (Korean and business English) and experience in contact centers. The role supports continuous quality improvements, calibration with auditors and supervisors, and provides actionable insights to enhance