Job Description: Quality Analyst (Japanese/English)

Location Type: Remote Employment Type: Contract

Position Overview

Keywords Studios is seeking a Quality Analyst to support Operations in enhancing its Quality of Service. This role involves providing independent and objective transaction monitoring to ensure excellent customer experience and best-in-class service delivery. You will play a crucial part in maintaining client confidence and loyalty by evaluating the performance of representatives and identifying areas for improvement.

Since 1998, Keywords Studios has been dedicated to reshaping how players interact with their favorite games, growing into a global team of over 12,000 professionals across 70+ studios in 26 countries. Our Player Engagement service line, one of the fastest-growing at Keywords Studios, offers technical support, community management, and trust & safety services to AAA and Indie game studios. Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Specific Responsibilities

Transaction Monitoring

• Monitor and audit representative transactions against internal and/or external customer experience expectations to deliver superior client experience.
• Ensure that the Company's transaction monitoring goals are met.
• Verify that work outputs comply with Client quality transaction monitoring guidelines and that performance issues identified are addressed.
• Maintain the integrity of generated data by ensuring accuracy and regularly reviewing data inputs before submission.

Quality Data Scrubbing and Root Cause Analysis

• Review and analyze data on results to highlight areas for improving customer experience.
• Identify risks related to fraud and policy violations that could jeopardize the organization and client relationships.
• Perform deep dives into other relevant data when necessary.

Calibration

• Calibrate with internal Process and Security Auditors, Trainers, Team Supervisors, and external counterparts.
• Monitor randomly selected interactions per calibration meeting to ensure adherence to customer experience expectations.
• Provide actionable recommendations to Operations through the analysis 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.
• A 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 using Excel or Google Sheets.
• Experience using QA tools (e.g., Playvox, MaestroQA, Scorebuddy, NICE, Verint, etc.).
• Strong 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)

• Employment Type: 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

Application Instructions

Please refer to the original job posting for specific application instructions.