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 Mandarin language skills
• Fluent-level English language skills
• Minimum 1 year of experience in Player Support

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

• No Make-up Workday for Bridged Holidays

• Annual Health Check-Up Subsidy 
• Employee Assistance Program
• Festival Holidays Gift or Vouchers
• Home-Based Working Model

Working hours and days off

• Working hours: 1 hour break and 8 hours of work
• Days off: 2 days off a week based on shift schedule, national holidays

Others
Our recruitment team will conduct 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 https://www.keywordsstudios.com/en/applicant-privacy-notice.

通过在此申请中提供你的信息，即表示你了解我们将根据《申请人隐私声明》收集和处理你的信息。如需了解更多信息，请参阅我们的《申请人隐私声明》，网址为：https://www.keywordsstudios.com/en/applicant-privacy-notice/

Role Information:

Studio: Keywords Studios

Location: East APAC, Taiwan

Area of Work: Player Engagement

Service: Engage

Employment Type: Full-time

Working Pattern: Remote