Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. 

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios.  Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. 

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Role overview

Supports Operations in enhancing its Quality of Service through providing independent and objective transaction monitoring to consistently deliver excellent customer experience and best in class service of tasks performed by representatives in order to maintain client confidence and loyalty. Conducts transaction monitoring of agents’ calls / e-mails / or any back office work and provides feedback for the agents’, process and project improvement.

Specific Responsibilities

• Transaction Monitoring. 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.
• Quality data Scrubbing and Root Cause Analysis. Reviews and analyzes data on results and highlights areas for improving customer experience, as well as Identifying risks to prevent fraud, policy violations that will jeopardize the organization and clients working relationship.
• Performs further deep dive of other relevant data when necessary.
• Calibration. 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
  

Requirements

• Native level Korean & Business English level language skills.
• Minimum of 1 year experience in a high functioning quality organization within a contact center industry.
• Total of 2 years work experience in a contact center industry.

You'd be a great fit for this role if you have:

• Nice to have working knowledge of six sigma, LEAN, COPC, and TQM  (total quality management) methodologies
• Proficient in the use of excel or googlesheets.
• 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.

Benefits

• 4 National Insurances
• Group Health Insurance
• Annual leave
• Paid Sick Leave
• Paid Marriage Leave
• Seasonal Gift Bonus
• Employee Assistance Program

Working hours:

Shift Schedule of the below hours.

• 09:00 - 18:00 KST (Korea Standard Time) 8 hours of work + 1 hour of break
• 10:00 - 19:00 KST (Korea Standard Time) 8 hours of work + 1 hour of break
• 13:00 - 22:00 KST (Korea Standard Time) 8 hours of work + 1 hour of break

Working days:

• Shift schedule of 5 days a week.

Others
Our recruitment team will conduct full online recruitment process. Looking forward to your applications!

Privacy Agreement:

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