Customer Support Quality Analyst (客服品保專員 - 可居家工作)

**English Resume is required for interview consideration** Since 1998, Keywords has 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: As a Quality Assurance Associate, you'll support 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 to maintain client confidence and loyalty. You will conducts transaction monitoring of agents' calls / e-mails / or any back-office work and provides feedback for the agents, process and project improvement. Key Functions: • 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. • Ensures to evaluate and correct the monitors generated by the QA tool. • Generates quality reports and insights for operations and/or clients. • Attends and/or facilitates conference calls and meetings with clients and/or other internal departments regarding QA data and issues • Participate in building high quality standards for customer service **English resume is required. Please remember to attach one when applying.**