Korean Quality Analyst - Gaming

Keywords Studios

About The Position

The Korean Quality Analyst supports Operations in enhancing quality of service through independent and objective transaction monitoring. The role helps deliver excellent customer experiences and best-in-class service while maintaining client confidence and loyalty. It monitors agents’ calls, emails, and back-office work, and provides feedback to improve agents, processes, and projects. The position reviews transactions against internal and external customer experience expectations and client quality-monitoring guidelines. It checks the accuracy and integrity of quality data, identifies performance issues, and analyzes results to find improvement opportunities and risks, including potential fraud or policy violations. The analyst also participates in calibration with internal auditors, trainers, supervisors, and external counterparts, and provides Operations with actionable recommendations through quality-control audit analysis and reporting. This is a six-month contract role with a five-day-per-week shift schedule. Available shifts are 09:00–18:00, 10:00–19:00, or 13:00–22:00 KST, each consisting of eight work hours and a one-hour break. Recruitment is conducted fully online.

Requirements

Native-level Korean language skills.
Business-level English language skills.
At least 1 year of experience in a high-functioning quality organization within the contact center industry.
A total of 2 years of work experience in the contact center industry.
Proficiency in Excel or Google Sheets.
Analytical skills.
Problem-solving and decision-making skills.
Excellent oral and written communication skills.
Ability to adapt to changing work schedules.

Nice To Haves

Working knowledge of Six Sigma, LEAN, COPC, and TQM (Total Quality Management) methodologies.
Experience using QA tools such as Playvox, MaestroQA, Scorebuddy, NICE, or Verint.

Responsibilities

Monitor and audit transactions performed by representatives against internal and/or external customer experience expectations.
Ensure Company transaction-monitoring goals are met and work outputs comply with client quality-monitoring guidelines.
Address identified performance issues and maintain accurate, reliable quality data, reviewing data inputs before submission for review or consolidation.
Review and analyze quality results to identify customer-experience improvement areas and risks, including fraud and policy violations.
Conduct deeper analysis of other relevant data when necessary.
Calibrate with internal Process and Security Auditors, Trainers, Team Supervisors, and external counterparts.
Review randomly selected interactions during calibration meetings to ensure customer experience expectations are followed.
Provide Operations with actionable recommendations based on quality-control audit data analysis and reporting.
Provide feedback to agents and contribute to process and project improvement.