Quality Analyst (Korean) - Internal Job Posting

Keywords Studios Plc; United States; A distancia; USD 40.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Group Health Insurance

Annual leave

Paid Sick Leave

Paid Marriage Leave

Seasonal Gift Bonus

Employee Assistance Program

Descripción de la vacante

Keywords Studios Plc. is seeking a QA/Transaction Monitoring professional to support Operations in elevating service quality. You will monitor agent interactions, verify data integrity, and provide actionable QC insights to improve customer experiences.

Ideal candidates have experience with QA tools (Playvox, MaestroQA, ScoreBuddy, NICE, Verint), strong analytical skills, and the ability to adapt to varied schedules. Knowledge of Six Sigma/LEAN is a plus.

Formación

• Native level Korean and business English are required.
• Background in quality assurance and data analysis is preferred.
• Experience with QA tools such as Playvox, MaestroQA, ScoreBuddy, NICE or Verint is advantageous.

Responsabilidades

• Monitor and audit agent transactions to uphold client experience standards.
• Ensure compliance with client quality guidelines and address performance issues.
• Maintain data integrity by validating inputs before review or consolidation.
• Perform data scrubbing and root cause analysis to improve customer experience and prevent fraud.
• Coordinate calibration with internal and external stakeholders and communicate insights.

Conocimientos

Korean

Business English

Quality Assurance

Data analysis

Excel

QA tools

Herramientas

Playvox

MaestroQA

ScoreBuddy

NICE

Verint

Descripción del empleo

Since 1998, we’ve been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry.

Join us in our mission to build engaging player communities and offer outstanding experiences!

Role overview

Supports Operations in enhancing its Quality of Service through providing independent and objective transaction monitoring to consistently deliver excellent customer experience and best in class service of tasks performed by representatives in order to maintain client confidence and loyalty. Conducts transaction monitoring of agents’ calls / e-mails / or any back office work and provides feedback for the agents’, process and project improvement.

Specific Responsibilities

• Transaction Monitoring. Monitors and audits transactions performed by representatives against internal and/or external customer experience expectations to deliver superior client experience.
• Ensures that transaction monitoring goals of the Company are met.
• Ensures that work outputs are in compliance with Client quality transaction monitoring guidelines and that performance issues identified are addressed.
• Ensures integrity of generated data by maintaining accuracy and regularly reviewing data inputs before it is sent for review or consolidation.
• Quality data Scrubbing and Root Cause Analysis. Reviews and analyzes data on results and highlights areas for improving customer experience, as well as Identifying risks to prevent fraud, policy violations that will jeopardize the organization and clients working relationship.
• Performs further deep dive of other relevant data when necessary.
• Calibration. Calibrates with internal Process and Security Auditors, Trainers, Team Supervisors, and external counterparts. Monitors interactions that are randomly selected per calibration meeting to ensure that customer experience expectations are adhered to.
• Provides actionable recommendations to Operations through analyses and reporting of QC Audit Data
• Native level Korean & Business English level language skills.
• Minimum of 1 year experience in a high functioning quality organization within a contact center industry.
• Total of 2 years work experience in a contact center industry.

You'd be a great fit for this role if you have:

• Nice to have working knowledge of six sigma, LEAN, COPC, and TQM (total quality management) methodologies
• Proficient in the use of excel or googlesheets.
• Experience in using QA tools (e.g. playvox, maestroqa, scorebuddy, nice, verint, etc).
• Analytical skills. Problem-solving and decision-making skills.
• Excellent oral and written communication skills.
• Adaptive to changing work schedules.
• 4 National Insurances
• Group Health Insurance
• Annual leave
• Paid Sick Leave
• Paid Marriage Leave
• Seasonal Gift Bonus
• Employee Assistance Program

Working hours:

Shift Schedule of the below hours.

• 09:00 - 18:00 KST (Korea Standard Time) 8 hours of work + 1 hour of break
• 10:00 - 19:00 KST (Korea Standard Time) 8 hours of work + 1 hour of break
• 13:00 - 22:00 KST (Korea Standard Time) 8 hours of work + 1 hour of break

Working days:

• Shift schedule of 5 days a week.

Privacy Agreement:

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.