Experienced Customer Support & Quality Analyst – Enhancing Player Engagement at arenaflex
At arenaflex, we're on a mission to revolutionize the gaming industry by providing unparalleled player experiences. With a global team of over 12,000 professionals spread across 70+ studios in 26 countries, we're committed to delivering exceptional quality and service to our clients. As a key member of our Player Engagement team, you'll play a vital role in shaping the future of gaming by ensuring that our clients' players receive the best possible experience.
About arenaflex
arenaflex has been a pioneer in the gaming industry since 1998, offering a wide range of solutions to video game developers and publishers. Our Player Engagement Service Line is one of the fastest-growing areas of our business, providing technical support, community management, and trust & safety services to AAA and Indie studios. We're passionate about building engaging player communities and delivering outstanding experiences that exceed our clients' expectations.
Role Overview
As an Experienced Customer Support & Quality Analyst, you'll be responsible for enhancing our Quality of Service by providing independent and objective transaction monitoring. Your primary goal will be to consistently deliver excellent customer experiences and best-in-class service to our clients, maintaining their confidence and loyalty. You'll conduct transaction monitoring of agents' calls, emails, or back-office work, providing feedback to improve agent performance, processes, and projects.
Specific Responsibilities
* Transaction Monitoring: Monitor and audit transactions performed by representatives against internal and/or external customer experience expectations to deliver superior client experiences.
- Ensure that transaction monitoring goals of the Company are met.
- Ensure that work outputs are in compliance with Client quality transaction monitoring guidelines and that performance issues identified are addressed.
- Ensure 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: Review and analyze data on results and highlight areas for improving customer experience, as well as identifying risks to prevent fraud, policy violations that will jeopardize the organization and clients working relationship.
- Perform further deep dive of other relevant data when necessary.
- Calibration: Calibrate with internal Process and Security Auditors, Trainers, Team Supervisors, and external counterparts. Monitor interactions that are randomly selected per calibration meeting to ensure that customer experience expectations are adhered to.
- Provide actionable recommendations to Operations through analyses and reporting of QC Audit Data
Requirements
* Native level Japanese and Business English 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:
* Nice to have working knowledge of six sigma, LEAN, COPC, and TQM (total quality management) methodologies.
- Proficient in the use of Excel or Google Sheets.
- 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
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
Others
Our recruitment team will conduct a full online recruitment process. We're excited to receive your applications and look forward to welcoming you to our team!
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 [https://www.arenaflex.com/en/applicant-privacy-notice](https://www.arenaflex.com/en/applicant-privacy-notice).
Apply Now
Ready to join our team and shape the future of gaming? Apply now to become an Experienced Customer Support & Quality Analyst at arenaflex! Apply for this job