Job Description

＜日本語は英文の後に続きます。＞

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 Japanese & 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.

You'd be a great fit for this role if you have:

• N ice 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

• Fixed term contract (契約社員)

• Social insurance (Health insurance, Pension, Unemployment, Worker’s accident compensation) 
• Commuting Allowance : Up to ¥30,000/Month
• Work from home allowance : Up to ¥10,000/Month
• Paid Annual Leave
• Sick Leave
• Special Leave
• Employee Referral Program
• Language Program
• Employee Assistance Program (professional consultation/mental health support program)
• Relo Club Program (employee benefit program)
• No smoking in workspace (designated smoking room available)
• Medical check-up
• Casual dress and hairstyle
• Numerous internal social events / Company Events

待遇・福利厚生

• 雇用形態：契約社員
• 社会保険完備
• 交通費支給（月額 3 万円を上限とし、オフィスへの出社日数に応じて実費支給）
• 在宅勤務手当（月額上限1万円）
• 有給休暇
• 傷病休暇
• 特別休暇
• 社員紹介制度
• 語学プログラム（日本語／英語のレッスンサポート、資格取得サポート）
• EAP従業員支援プログラム
• 福利厚生プログラム（リロクラブ）
• 屋内原則禁煙（オフィス内に喫煙室あり）
• 健康診断（年1回）
• 服装、髪型自由
• 社内イベント（お花見、BBQ、忘年会などオフラインでのイベントも多数🎉）

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

勤務スケジュールと休日

• スケジュール：土日を含むシフト制（週5日勤務 ）、実働8時間／日
• 休日：週2日（シフトによる）、祝日

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  .

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