Customer Support Quality Analyst with English & Japanese

At Amber, we're always on the hunt for the most talented individuals in the industry to join our team. We're dedicated to delivering top-notch service to our customers and know that our employees are key to making that happen. We offer attractive compensation packages and plenty of chances to grow with us, and we're always on the lookout for ways to do things better. Our team works together towards common goals and we value each member's contributions to our mission of continuous improvement and innovation.

As a Player Support Quality Analyst, your goal is to maintain a high and consistent level of support quality across the team. You will be evaluating inquiries from the Player Support Team, assist the team to improve their quality of work, coach and train new hires, provide feedback and support to existing team members and monitor the quality of the project in order to meet all Quality KPIs set on the project.

• Inquiry Evaluations
• Performance Analysis
• Coaching and Feedback
• Quality Assurance Process Development
• Training and Development
• Quality Monitoring
• Team Calibrations
• Policy and Procedure Adherence & Creation
• Reporting and Analysis
• Translations
• Other tasks required by the project

• Native level of fluency in written and spoken Japanese.
• High level of fluency in written and spoken English.
• Great communication skills and ability to provide constructive feedback.
• At least 2 years of working experience in customer service, player support, or contact center.
• At least 1 year working in Customer Support Quality Assurance
• Problem-solving capabilities to create meaningful strategies to improve support quality.
• Hands-on experience with contact center processes, tools, and multilingual support.
• Innovative and passionate about delivering the best user experiences possible.
• Ability to diagnose and solve problems with varying complexity, using multiple tools or knowledge bases.
• Must be experienced and comfortable with working in a fast-paced environment dealing with constant change.
• Good organizational skills and knowledge of goal-setting practices.
• Video games knowledge.

• Helpshift
• Zendesk
• Slack / Zoom
• MS Office Suite

• iOS/Android/Switch/PlayStation/PC experience.
• Ability to work in a multicultural environment.
• Game support knowledge.

• A fun and dynamic community of artisans where you can make a difference.
• Yearly service incentive leave of five (5) days with pay upon completing one (1) year of employment and every anniversary thereafter.
• Additional Days Off according to Amber’s internal policy.
• HMO Coverage after regularization.
• Monthly Rice Allowance after regularization.
• A professional and friendly work environment.
• A competitive compensation package.
• Awesome and talented colleagues.
• Support from all your teammates.
• Access to training and learning programs.