[Remote] Quality Analyst - Internal Job Posting at Keywords Studios

Taiwan

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Gaming, Video GamesIndustries

Requirements

Native-level Mandarin language skills
Fluent-level English language skills
Minimum 1 year of experience in Player Support
Nice to have working knowledge of six sigma, LEAN, COPC, and TQM (total quality management) methodologies
Proficient 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
Adaptive to changing work schedules

Responsibilities

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
Reviews and analyzes data on results and highlights areas for improving customer experience, as well as identifying risks to prevent fraud and policy violations
Performs further deep dive of other relevant data when necessary
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

Skills

Transaction Monitoring

Quality Assurance

Root Cause Analysis

Data Analysis

Customer Experience

Auditing

Feedback Provision

Process Improvement

Keywords Studios

Comprehensive service provider for video games

About Keywords Studios

Keywords Studios provides a wide range of services for the video games industry, supporting the entire lifecycle of game development. Their offerings include game-ready art, marketing, game development, functional and localization testing, text and audio localization, casting, audio post-production, community management, player support, and content moderation. The company utilizes proprietary technology to enhance its end-to-end platform, allowing clients to effectively bring their game concepts to life. Unlike many competitors, Keywords Studios focuses on delivering customized solutions that cater to the specific needs and budgets of their clients. The goal of Keywords Studios is to assist game developers and publishers in creating engaging digital content that entertains, connects, and educates players.

London, United KingdomHeadquarters

1998Year Founded

$487.8MTotal Funding

IPOCompany Stage

Consumer Software, Entertainment, GamingIndustries

5,001-10,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Unlimited Paid Time Off

Paid Vacation

401(k) Company Match

401(k) Retirement Plan

Flexible Work Hours

Company Equity

Risks

Increased competition may impact Keywords Studios' market share in the gaming industry.

Integration of acquired companies could pose operational challenges and affect service quality.

Reliance on major clients like Microsoft may lead to revenue volatility.

Differentiation

Keywords Studios offers end-to-end services for the entire game development lifecycle.

The company has a global presence with over 13,000 professionals in 25+ countries.

Proprietary technology enhances Keywords Studios' platform for digital content creation.

Upsides

Acquisition of Certain Affinity expands Keywords Studios' AAA game development capabilities.

Integration with Microsoft's Community Sift boosts AI-enabled content moderation services.

Private equity interest indicates strong market confidence and strategic growth potential.

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