Description
We are looking for a Korean Quality Analyst to join our Player Engagement team, which provides technical support, community management, and trust & safety services for AAA and Indie studios in the gaming industry.
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.
Specific Responsibilities
- 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.
- 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.
- Calibrates with internal Process and Security Auditors, Trainers, Team Supervisors, and external counterparts.
- 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.
Nice to Have
- Working knowledge of six sigma, LEAN, COPC, and TQM 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