Quality Assurance Associate - Taiwan

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: Not specified

Keywords Studios is seeking a Quality Assurance Associate to enhance its Quality of Service by providing independent and objective transaction monitoring. This role supports the delivery of excellent customer experiences and best-in-class service by monitoring the tasks performed by representatives, thereby maintaining client confidence and loyalty. The QA Associate will monitor agents' calls, emails, or back-office work and provide feedback for agent, process, and project improvement.

Requirements

• Over 2 years of experience in customer support or the contact center industry.
• Native level Traditional and Simplified Chinese language ability.
• Advanced English skills.
• Flexibility in shift schedule.
• Hands-on experience in Quality Assurance.
• Relevant background in Customer Support roles.
• Demonstrated ability to deliver professional feedback (a plus).
• Proficiency in Excel with excellent analytical abilities.
• Ability to work autonomously as well as collaboratively within a team setting.
• Excellent communication skills, maintaining objectivity and impartiality.
• Assertiveness and a can-do attitude.
• Attention to detail and effective task prioritization skills.

Responsibilities

• Leadership (Transaction Monitoring):
  • Monitor and audit transactions performed by representatives against internal and/or external customer experience expectations.
  • Ensure transaction monitoring goals of the Company are met.
  • Ensure work outputs comply with Client quality transaction monitoring guidelines.
  • Address performance issues identified.
  • Ensure integrity of generated data by maintaining accuracy and regularly reviewing data inputs.
• Quality Data Scrubbing and Root Cause Analysis:
  • Review and analyze data on results to highlight areas for improving customer experience.
  • Identify risks to prevent 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 customer experience expectations are adhered to.
  • Evaluate and correct monitors generated by the QA tool.
• Reporting and Communication:
  • Generate quality reports and insights for operations and/or clients.
  • Attend and/or facilitate 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.

Company Information

Since 1998, Keywords Studios has been on a mission to reshape how players interact with their favorite games. We have grown 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. Player Engagement is one of the fastest-growing Service Lines at Keywords Studios, providing technical support, community management, and trust & safety services for AAA and Indie studios in the gaming industry. Join us in our mission to build engaging player communities and offer outstanding experiences!

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.
• Employee Assistance Program (details truncated).