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
As a Quality Assurance Associate, you'll support the project lead by evaluating ticket samples to ensure adherence to quality standards from a handling perspective. There's potential for you to take full ownership of this task in the future, gaining increased responsibility and autonomy within the role.
What are we looking for? Our QA Associate has a knack for the following skills:
Leadership:
- Identify achievements or issues on them based on defined expectations and procedures established for the project
- Coach agents to incorporate feedback and increase the quality of their contact with customers
Analytics:
- Evaluate tickets samples
Communication:
- Provide helpful feedback to agents to help them understand their achievement and/or areas of improvement
- Assist with linguistic checks on the audited tickets, which also includes corrections and explanations on the errors
Business:
- Participate in building high quality standards for customer service
Requirements
You'd be a great fit for this role if you have:
- 4-year course or college level with experience in a similar capacity
- Hands-on experience in Quality Assurance
- Relevant background in Customer Support roles
- Demonstrated ability to deliver professional feedback would be a plus
- Proficiency in Excel with excellent analytical abilities
- Advanced English Skills – both written and spoken (C1-C2 level)
- Fully Proficient Japanese Skills
- Ability to work in autonomously as well as collaboratively within a team setting
- Excellent communication skills, maintaining objectivity and impartiality
- Assertiveness and can-do attitude
- Attention to detail and effective task prioritization skills
Benefits
待遇・福利厚生
- 雇用形態：契約社員
- 社会保険完備
- 時間外手当支給
- 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（社内規定による）
- 健康診断（年1回）
- インフルエンザ予防接種補助
- 従業員アシスタントプログラム
- 従業員持ち株会
- 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）
- 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）
Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.
That would be it from us - now we are waiting for your move!
#imaginemore
Role Information: EN
Studio: Keywords Studios
Location: Asia Pacific, Japan, Tokyo
Area of Work: Player Engagement
Service: Engage
Employment Type: Full Time
Working Pattern: Remote
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