Quality Analyst

1日前


Tokyo Keywords Studios Contract
Reshape how players interact with games. We offer solutions for developers and publishers. As a Quality Analyst, you'll enhance our Quality of Service through transaction monitoring, ensuring excellent customer experiences. You'll also conduct transaction monitoring of agents' calls and emails, providing feedback for improvement. Our team is spread across 70+ studios in 26 countries. We're looking for someone with analytical skills, proficiency in Excel or Google Sheets, and experience with QA tools. Native Japanese and business-level English communication skills are a must. We offer a range of benefits, including social insurance, overtime pay, and language programs. Our recruitment process is fully online and remote. We value each application and review every candidate individually.

Responsibilities:

  • Transaction Monitoring: Monitor and audit transactions against customer experience expectations.

  • Ensure transaction monitoring goals are met.

  • Ensure work outputs comply with client quality transaction monitoring guidelines.

  • Ensure data integrity by maintaining accuracy and reviewing data inputs.

  • QA Scrubbing and Root Cause Analysis: Review and analyze data to identify areas for improving customer experience and prevent fraud.

  • Perform deep dives of relevant data when necessary.

  • Calibration: Calibrate with internal and external counterparts to ensure customer experience expectations are adhered to.



Requirements:

  • Minimum 1 year experience in a high functioning quality organization within a contact center industry.

  • Native level Japanese and business-level English communication skills.



Benefits:

  • Social insurance

  • Overtime pay

  • Transportation allowance

  • Remote work allowance

  • Health check-ups

  • Influenza prevention assistance

  • Employee assistance program

  • Employee stock ownership plan

  • Referral program

  • Language programs

  • Company events


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