Korean Quality Analyst - Gaming

About the Position

Korean Quality Analyst - Gaming

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! 🎮🔥

Responsibilities

• Transaction Monitoring: Monitors and audits transactions performed by representatives against internal and/or external customer experience expectations to deliver superior client experience.
• Quality Assurance: Ensures that transaction monitoring goals of the Company are met and that work outputs are in compliance with Client quality transaction monitoring guidelines.
• Data Integrity: 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.
• 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.
• Reporting: Provides actionable recommendations to Operations through analyses and reporting of QC Audit Data.

Requirements

• Language Skills: Native level Korean & Business English level language skills.
• Experience: 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.
• Skills:
  • 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

We Offer

• 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

• Shift schedule of 5 days a week.

Employment Type

• 6 Month Contract

Location

• City: Seoul
• Country: South Korea

Area of Work

• Customer Service

About the Company

Keywords Studios is a global leader in providing a wide range of solutions for the gaming industry, from art and audio to testing, localization, and player engagement. With over 12,000 professionals across 70+ studios in 26 countries, we are dedicated to enhancing player experiences and supporting video games developers and publishers.