Quality Assurance Associate

Summary

Join Keywords Studios as a Quality Assurance Associate and contribute to enhancing the quality of service by conducting independent and objective transaction monitoring. You will monitor agents' calls, emails, and back-office work, providing feedback for improvement. The role involves ensuring compliance with client guidelines, maintaining data integrity, and performing root cause analysis to identify areas for improvement and risk mitigation. You will also calibrate with internal and external counterparts and generate quality reports. This position requires over two years of experience in customer support and native-level Traditional and Simplified Chinese language ability. Keywords Studios offers various benefits, including Taiwan public holidays, an annual health check-up subsidy, an employee assistance program, and festival holiday gifts.

Requirements

• Over 2 years experience in customer support or contact center industry
• Native level Traditional and Simplified Chinese language ability
• Advanced English Skills
• Flexibility in shift schedule

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
• Ensures integrity of generated data by maintaining accuracy and regularly reviewing data inputs before it is sent for review or consolidation
• 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
• 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

Preferred Qualifications

• 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
• 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

• Holidays – All Taiwan Public Holidays, without having to work on Saturdays to make-up bridged holidays
• Annual Health Check-Up Subsidy – Eligible to receive subsidy during the annual health check-up period, upon having completed probation at that time
• Employee Assistance Program – All our employees have access to professional counsellors on any challenges they are facing, work or non-work related
• Festival Holidays Gift or Voucher – A small token from us to you in celebration of festival events