Quality Assurance Associate - Taiwan - Internal Job Posting

Position Overview

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

Keywords Studios is seeking a Quality Assurance Associate to join its Player Engagement team. The role focuses on enhancing the Quality of Service by monitoring transactions, providing feedback to representatives, and identifying areas for improvement in customer experience, processes, and projects. The Player Engagement team offers technical support, community management, and trust & safety services to AAA and Indie game studios.

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 and collaboratively within a team.
• Excellent communication skills, maintaining objectivity and impartiality.
• Assertiveness and a can-do attitude.
• Attention to detail and effective task prioritization skills.

Responsibilities

• Conduct transaction monitoring of agents’ calls, emails, or back-office work.
• Provide feedback for agent, process, and project improvement.
• Monitor and audit representative transactions against customer experience expectations.
• Ensure transaction monitoring goals are met.
• Ensure work outputs comply with client quality transaction monitoring guidelines.
• Address performance issues identified.
• Maintain accuracy of generated data and regularly review data inputs.
• Review and analyze data results to highlight areas for customer experience improvement.
• Identify risks related to fraud and policy violations.
• Perform deep dives into relevant data when necessary.
• Calibrate with internal Process and Security Auditors, Trainers, Team Supervisors, and external counterparts.
• Evaluate and correct monitors generated by the QA tool.
• 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.
• Participate in building high-quality standards for customer service.

Company Information

Keywords Studios has been in operation since 1998, dedicated to reshaping how players interact with games. It has grown into a global entity with over 12,000 professionals across 70+ studios in 26 countries. The company provides a wide range of solutions to video game developers and publishers, including art, audio, testing, localization, and Player Engagement services.

Benefits

• Holidays: All Taiwan Public Holidays, with no Saturday make-up for bridged holidays.
• Annual Health Check-Up Subsidy: Eligible upon completion of probation.
• Employee Assistance Program (details incomplete).