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Quality Assurance Associate - Taiwan at Keywords Studios. 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 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.. What are we looking for? Our QA Associate has a knack for the following skills:. Leadership:. . 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. 6. 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. 8. 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. . Business:. Participate in building high quality standards for customer service. . 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. . . You'd be a great fit if you have: . . 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. . Company Location: Taiwan.