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

Suginami City, Tokyo, Japan

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Part TimeJob Type

UnknownVisa

Video Games, Gaming, Player Engagement, Customer SupportIndustries

Requirements

Candidates must possess native-level Japanese and business-level English language skills. A minimum of 1 year of experience in a high-functioning quality organization within the contact center industry is required, along with a total of 2 years of work experience in the contact center industry. Proficiency in Excel or Google Sheets is necessary, and experience with QA tools is a plus. Strong analytical, problem-solving, and decision-making skills are essential, as are excellent oral and written communication skills. Adaptability to changing work schedules is also required. Working knowledge of Six Sigma, LEAN, COPC, and TQM methodologies is considered advantageous.

Responsibilities

The Quality Analyst will support operations in enhancing its quality of service by conducting independent and objective transaction monitoring to ensure excellent customer experience and best-in-class service. This includes monitoring agents' calls, emails, or back-office work and providing feedback for improvement. Responsibilities also involve auditing transactions against customer experience expectations, ensuring compliance with client quality guidelines, addressing performance issues, and maintaining the integrity and accuracy of generated data. The role includes quality data scrubbing, root cause analysis to identify risks and prevent policy violations, and calibration with internal and external counterparts. Actionable recommendations will be provided to Operations based on QC audit data analysis and reporting.

Skills

Transaction Monitoring

Quality Assurance

Data Analysis

Root Cause Analysis

Customer Experience

Compliance

Auditing

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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