About the Position

Quality Analyst (Korean) - Internal Job Posting

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 language skills.
Experience: Experience in Player Support.
Methodologies: Nice to have working knowledge of six sigma, LEAN, COPC, and TQM (total quality management) methodologies.
Technical Skills: Proficient in the use of excel or googlesheets. Experience in using QA tools (e.g. playvox, maestroqa, scorebuddy, nice, verint, etc).
Skills: 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

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.

About the Company

Keywords Studios is a global team of over 12,000 professionals spread across 70+ studios in 26 countries, dedicated to reshaping how players interact with their favorite games. We offer a wide range of solutions from art and audio to testing, localization, and Player Engagement services for a wide range of AAA and Indie studios in the gaming industry.

Application Process

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

Privacy Agreement:

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at Keywords Studios Applicant Privacy Notice.