Experienced Customer Support & Quality Analyst – Enhancing Player Engagement at arenaflex
At arenaflex, we're on a mission to revolutionize the gaming industry by providing exceptional player experiences. As a global leader in game development and publishing, we're committed to delivering innovative solutions that exceed our clients' expectations. Our Player Engagement Service Line is one of the fastest-growing areas of our business, and we're seeking an experienced Customer Support & Quality Analyst to join our team.
About arenaflex
arenaflex has been shaping the gaming industry since 1998, growing into a global team of over 12,000 professionals across 70+ studios in 26 countries. We're dedicated to providing a wide range of solutions, from art and audio to testing, localization, and Player Engagement. Our expertise in technical support, community management, and trust & safety services has earned us a reputation as a trusted partner for AAA and Indie studios.
Join our mission
As a Customer Support & Quality Analyst at arenaflex, you'll play a critical role in enhancing our Quality of Service and delivering exceptional customer experiences. You'll work closely with our Operations team to monitor transactions, provide feedback, and identify areas for improvement. Your expertise will help us maintain client confidence and loyalty, driving business growth and success.
Key Responsibilities
* Transaction Monitoring: Monitor and audit transactions performed by representatives against internal and/or external customer experience expectations to deliver superior client experience.
- Goal Achievement: Ensure that transaction monitoring goals of the Company are met.
- Compliance: Ensure that work outputs are in compliance with Client quality transaction monitoring guidelines and that performance issues identified are addressed.
- Data Integrity: Ensure the 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.
- 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.
- Actionable Recommendations: Provide actionable recommendations to Operations through analyses and reporting of QC Audit Data.
Requirements
* Language Skills: Native level Japanese and Business English level language skills.
- Experience: Minimum of 1 year experience in a high functioning quality organization within a contact center industry.
- Total Experience: 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.
- Proficiency: Proficient in the use of Excel or Google Sheets.
- QA Tools: Experience in using QA tools (e.g. Playvox, MaestroQA, Scorebuddy, Nice, Verint, etc.).
- Analytical Skills: Analytical skills, problem-solving, and decision-making skills.
- Communication Skills: Excellent oral and written communication skills.
- Adaptability: Adaptive to changing work schedules.
Benefits
* Fixed Term Contract: Fixed term contract (契約社員).
- Social Insurance: Social insurance (Health insurance, Pension, Unemployment, Worker’s accident compensation).
- Commuting Allowance: Commuting allowance: Up to ¥30,000/Month.
- Work from Home Allowance: Work from home allowance: Up to ¥10,000/Month.
- Paid Annual Leave: Paid Annual Leave.
- Sick Leave: Sick Leave.
- Special Leave: Special Leave.
- Employee Referral Program: Employee Referral Program.
- Language Program: Language Program.
- Employee Assistance Program: Employee Assistance Program (professional consultation/mental health support program).
- Relo Club Program: Relo Club Program (employee benefit program).
- No Smoking Policy: No smoking in workspace (designated smoking room available).
- Medical Check-up: Medical check-up.
- Casual Dress and Hairstyle: Casual dress and hairstyle.
- Internal Social Events: 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 looking forward to your applications!
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.
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