This job listing expired on Sep 10, 2024
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Due to business requirements, please note that this role has shifted into a Training Manager role. All Quality related aspects of the previous job posting have been removed.

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 Training Manager you will be responsible for overseeing the daily training operations aimed at achieving business objectives, and maintaining effective communication with clients, Player Engagement leadership and stakeholders.

A big part of your job will be to develop, execute, and implement the project's end-to-end training and development roadmap, and identify opportunities for continuous improvement initiatives.

If you're excited about making an impact on the quality and success of our projects, we'd love to have you in our team!

What are we looking for? Our Training Manager has a knack for the following skills:

Leadership:

  • Design and develop comprehensive training programs (PST to Nesting) for new and existing employees, ensuring alignment with organizational goals, and enhancing the skills and capabilities of each staff member.

  • Oversee training sessions covering diverse topics such as product knowledge, customer service skills, and company policies.

  • Define and track key performance indicators (KPIs) related to quality, providing regular reports to management.

  • Develop and implement a quality monitoring program to assess the performance of Player Engagement agents.

  • Ensure that agents adhere to organizational policies, industry regulations, and client-specific requirements.

Communication:

  • Work closely with the Operations team to ensure that training programs align with operational goals and client requirements.

  • Collaborate with other departments, such as Talent Acquisition, Global L&D and Global QC, to address cross-functional concerns issues.

Analytics:

  • Implement systems for evaluating the effectiveness of training programs and gather feedback from participants

  • Identify performance opportunities and strengths among team members.

  • Conduct root cause analysis on quality issues, identifying underlying problems and implementing corrective actions.

  • Conduct calibration sessions to ensure consistency in quality evaluations among different evaluators.

  • Analyze data related to quality performance and prepare reports for management and clients.

Business:

  • Produce a variety of training materials, including manuals, presentations, and multimedia content

  • Work closely with clients to understand and meet their quality expectations, address concerns, and implement improvement initiatives.

  • Implement continuous improvement initiatives based on quality metrics, client feedback, and industry best practices.

  • Emphasize a customer-centric approach to quality, ensuring that service delivery meets or exceeds customer expectations.

Experience & Requirements

You'd be a great fit for this role if you have:

  • Bachelor’s degree in Business Administration, Organizational Development, Human Resources, or related field; or High School Degree/General Education Diploma

  • Experience in Training/L&D, preferably in a shared service or BPO organization.

  • Strong grasp of the ADDIE model or similar ISD and/or training methodology

  • Demonstrated ability to build relationships and effectively connect with stakeholders.

  • Experience coaching & mentoring new team members, with a proven track record of Training and Program Management

  • Great written and spoken communication skills with advanced knowledge of training needs analysis (root cause analysis) and training design, development and evaluation

  • Great stakeholder management skills and ownership of projects

  • Experience with data analytics and different types of reports and presentations

  • MS Office and/or Google Suite, Excel and/or Google Sheets - intermediate to advanced

  • Creativity & Design Thinking - Instructional Design (Intermediate)

  • Quality Management Tools & Systems (Intermediate to Advanced) and Learning Management Systems (Intermediate)

  • Six Sigma, COPC, CLDP, ISD and/or Coaching certification (an advantage)

Benefits

What do we offer?

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

Benefits:

  • Non-taxable Allowances

  • HMO and Life Insurance

  • Paid Time Offs

  • Annual Wellness Subsidy

  • Annual Corporate Bonus

Phases of our recruitment journey:

  • You send us your application with your updated resume.

  • After reviewing your candidacy, we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better.

  • Next step is a profile review with the hiring managers. If it goes well, we'll invite you for a Teams interview with the them. This is mostly going to be just 1 level but a panel interview with some of the project leaders.

  • At the end of our journey - hopefully you will receive an offer and become our new Keywordian!

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

#imaginemore

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