Job Description

Location Type: Remote Employment Type: Contract

Position Overview

Since 1998, Keywords Studios has 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 offer a wide range of solutions to video game developers and publishers, from art and audio to testing, localization, and Player Engagement. Our Player Engagement service line is one of the fastest-growing at Keywords Studios, providing technical support, community management, and trust & safety services for AAA and Indie studios. Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Role Overview

This role supports Operations in enhancing its Quality of Service by providing independent and objective transaction monitoring. The goal is to consistently deliver excellent customer experience and best-in-class service for tasks performed by representatives, thereby maintaining client confidence and loyalty. The role involves conducting transaction monitoring of agents’ calls, emails, or any back-office work and providing feedback for agent, process, and project improvement.

Specific Responsibilities

• Transaction Monitoring:
  • Monitor and audit transactions performed by representatives against internal and/or external customer experience expectations to deliver superior client experience.
  • Ensure that transaction monitoring goals of the Company are met.
  • Ensure that work outputs are in compliance with Client quality transaction monitoring guidelines and that performance issues identified are addressed.
  • Ensure 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:
  • Review and analyze data on results, highlighting areas for improving customer experience.
  • Identify risks to prevent fraud and policy violations that could jeopardize the organization and client relationships.
  • Perform further deep dives into other relevant data when necessary.
• Calibration:
  • Calibrate with internal Process and Security Auditors, Trainers, Team Supervisors, and external counterparts.
  • Monitor interactions that are randomly selected per calibration meeting to ensure customer experience expectations are adhered to.
  • Provide actionable recommendations to Operations through analyses and reporting of QC Audit Data.

Requirements

• Native level Japanese and Business English language skills.
• Minimum of 1 year of experience in a high-functioning quality organization within the contact center industry.
• Total of 2 years of work experience in the contact center industry.

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

• Working knowledge of Six Sigma, LEAN, COPC, and TQM (Total Quality Management) methodologies (Nice to have).
• Proficiency in the use of Excel or Google Sheets.
• 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.
• Adaptability to changing work schedules.

Benefits (待遇・福利厚生)

• Fixed-term contract (契約社員)
• Social insurance (Health insurance, Pension, Unemployment, Worker’s accident compensation) (社会保険完備)
• Commuting Allowance: Up to ¥30,000/Month (交通費支給：月額 3 万円を上限とし、オフィスへの出社日数に応じて実費支給)
• Work from home allowance: Up to ¥10,000/Month (在宅勤務手当：月額上限1万円)
• Paid Annual Leave (有給休暇)
• Sick Leave (傷病休暇)
• Special Leave (特別休暇)
• Employee Referral Program (社員紹介制度)
• Language Program (Japanese/English lesson support, certification support) (語学プログラム：日本語／英語のレッスンサポート、資格取得サポート)
• Employee Assistance Program (professional consultation/mental health support program) (EA)
• Relo Club Program (employee benefit program)
• No smoking in workspace (designated smoking room available)
• Medical check-up
• Casual dress and hairstyle
• Numerous internal social events / Company Events

Company Information

Since 1998, Keywords Studios has 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 offer a wide range of solutions to video game developers and publishers, from art and audio to testing, localization, and Player Engagement. Our Player Engagement service line is one of the fastest-growing at Keywords Studios, providing technical support, community management, and trust & safety services for AAA and Indie studios.