Quality Assurance Associate - Taiwan
ApplySince 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
As a Quality Assurance Associate, you'll support 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 to maintain client confidence and loyalty. You will conducts transaction monitoring of agents’ calls / e-mails / or any back-office work and provides feedback for the agents’, process and project improvement.
What are we looking for? Our QA Associate has a knack for the following skills:
Leadership:
- 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. 6. 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. 8. Ensures to evaluate and correct the monitors generated by the QA tool.
- Generates quality reports and insights for operations and/or clients.
- Attends and / or facilitates conference calls and meetings with clients and/or other internal departments regarding QA data and issues
Business:
- Participate in building high quality standards for customer service
Benefits
- Holidays – All Taiwan Public Holidays, without having to work on Saturdays to make-up bridged holidays.
- Annual Health Check-Up Subsidy – Eligible to receive subsidy during the annual health check-up period, upon having completed probation at that time.
- Employee Assistance Program – All our employees have access to professional counsellors on any challenges they are facing, work or non-work related.
- Festival Holidays Gift or Voucher – A small token from us to you in celebration of festival events.
Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.
That would be it from us - now we are waiting for your move!
#imaginemore
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.
今回の応募において個人情報をお送りいただくと、弊社の求職者向けプライバシー通知に則り、ご自身の個人情報が収集、処理されることに同意したとみなされます。詳細につきましては、弊社の求職者向けプライバシー通知（https://www.keywordsstudios.com/en/applicant-privacy-notice）をご確認ください。
通过在此申请中提供你的信息，即表示你了解我们将根据《申请人隐私声明》收集和处理你的信息。如需了解更多信息，请参阅我们的《申请人隐私声明》，网址为： https://www.keywordsstudios.com/en/applicant-privacy-notice。
Experience & Requirements
- Over 2 years experience in customer support or contact center industry.
- Native level Traditional and Simplified Chinese language ability.
- Advanced English Skills
- Flexibility in shift schedule.
You'd be a great fit if you have:
- Hands-on experience in Quality Assurance
- Relevant background in Customer Support roles
- Demonstrated ability to deliver professional feedback would be a plus
- Proficiency in Excel with excellent analytical abilities
- Ability to work in autonomously as well as collaboratively within a team setting
- Excellent communication skills, maintaining objectivity and impartiality
- Assertiveness and can-do attitude
- Attention to detail and effective task prioritization skills
