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Keywords Studios

Account Manager

Full-time

Pasig, Metro Manila

Accounting / Auditing

2 months ago

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..

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Keywords Studios

Quality and Insights Manager - Player Engagement

Full-time

Pasig, Metro Manila

Quality Assurance / Control

2 months ago

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..

Quick Apply

Keywords Studios

Training and Quality Manager - Player Engagement

Full-time

Pasig, Metro Manila

Education / Training

10 months ago

The Training & Quality Manager will be responsible for overseeing the daily training and quality management operations aimed at achieving business..

The Training & Quality Manager will be responsible for overseeing the daily training and quality management operations aimed at achieving business objectives.

This encompasses, but is not restricted to, developing & executing the project’s quality assurance strategy, implementing the end-to-end training and development roadmap, and identifying opportunities for continuous improvement initiatives, ensuring the realization of benefits, and maintaining effective communication with clients, Player Engagement leadership and stakeholders.

Training Responsibilities

Design and develop comprehensive training programs (PST to Nesting) for new and existing employees, ensuring alignment with organizational goals.
Oversee training sessions covering diverse topics such as product knowledge, customer service skills, and company policies.
Identify performance opportunities and strengths among team members.
Develop individualized training plans to enhance the skills and capabilities of each staff member.
Produce a variety of training materials, including manuals, presentations, and multimedia content.
Implement continuous improvement initiatives in training programs based on feedback, evaluations, and industry best practices.
Work closely with the Operations team to ensure that training programs align with operational goals and client requirements.
Implement systems for evaluating the effectiveness of training programs and gather feedback from participants.

Quality Management Responsibilities:

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.
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.
Define and track key performance indicators (KPIs) related to quality, providing regular reports to management.
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.
Analyze data related to quality performance and prepare reports for management and clients.
Emphasize a customer-centric approach to quality, ensuring that service delivery meets or exceeds customer expectations.

Collaboration with Global Support Teams:

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

Technical Skills:

Written & Spoken Communication Skills (Advanced)
Training Needs Analysis (Advanced)
Training Design & Development (Advanced)
Training Evaluation (Advanced)
Program Management (Advanced to Strategic)
Instructional Design (Intermediate)
Learning Management Systems (Intermediate)
Knowledge Management (Intermediate)
Quality Monitoring and Evaluation (Advanced)
Quality Management Tools & Systems (Intermediate to Advanced)
Data Analytics (Intermediate to Advanced)
Presentation Skills (Advanced)
Root Cause Analysis (Advanced)
MS Office and/or Google Suite (Intermediate to Advanced)
Excel and/or Google Sheets (Intermediate to Advanced)

Behavioral Skills:

Coaching & mentoring (Advanced)
Stakeholder Management (Advanced)
Team Building & collaboration (Advanced)
Creativity & Design Thinking (Intermediate to Advanced)
Performance Management (Advanced)
Change Management (Intermediate)
Sense of Urgency & Ownership (Advanced)

Work Experience:

At least 3 years of experience in Training & Quality Management, 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.
Proven track record of Training and Quality Program Management for programs with over 200 team members.
Proven ability to solve program level learning challenges.

Educational Background:

Bachelor's Degree in Business Administration, Organizational Development, Human Resources, or related field; or High School Degree/General Education Diploma and 4 years of relevant experience
Six Sigma, COPC, CLDP, ISD and/or Coaching certification is an advantage

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Keywords Studios

Marketing Strategist

Full-time

Pasig, Metro Manila

Sales / Marketing

10 months ago

Waste Japan (A Keywords Studio) is looking for a passionate and ambitious Marketing Strategist to join their award-winning team. You’ll primarily be..

Waste Japan (A Keywords Studio) is looking for a passionate and ambitious Marketing Strategist to join their award-winning team. You’ll primarily be working on the Google Play APAC account, but also supporting the UK & Japan with a client roster boasting EA, Riot, Sega, Supercell & Zynga. You’ll be helping create world-class game marketing that reaches millions around the world.

The Waste strategy team is defined by curiosity, collaboration, and communication. We operate at a high pace and hold each other accountable to the highest standards. If you’ve been operating at a high level in marketing and found yourself asking "Yeah, but why?" a lot, you could be a Waste Strategist. We’re looking for attitude, ability, and deep local knowledge, not strategy-specific CVs.

As a Marketing Strategist at Waste, you will play a key role in independently leading projects in APAC to collaborating on bigger thinking briefs in the UK. You’ll be involved in a wide range of projects all the way from Brand Strategy to UA Campaign planning to social strategies.

You will be the go-to person at Waste for APAC gaming insight, and User Acquisition and Campaign strategy.
This is a client-facing role, where you will offer everything from strategic insight to brief writing support, essentially operating as an extension of their team
Aligning Google’s Plays Business objectives with our campaign objectives and output
Writing quarterly campaign reports and presenting them back to the client
Conducting research across consumer, category, company, and culture to find exciting and actionable insights, with a deep understanding of the APAC mobile gaming market.
Defining vivid target segments based on real insights
Developing distinctive positioning ideas that connect with future fans
Writing brilliant briefs and running brilliant briefings that inspire creative teams
Developing UA Campaign Strategies, Social/Community Strategies, or brand strategies, solo or as part of a team
Working with Client Services to proactively spot new opportunities for clients

3-5 years agency experience

Strong experience researching consumer, category, company, and culture to find exciting and actionable insights.
Deep understanding of the APAC gaming market (mainly mobile)

Main markets: Japan/ Korea/ Taiwan
Secondary markets: Indonesia/Malaysia/Philippines/Thailand

Strong experience defining UA Campaign Strategy and Social/Community Strategy.
Strong experience writing briefs and delivering briefings.
Hands-on experience working with gaming brands.
Language: Native level/Fluency in English and a plus if you are fluent in Japanese, Korean, or Chinese

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Keywords Studios

Senior Product Marketing Specialist

Full-time

Pasig, Metro Manila

Manufacturing / Production

10 months ago

We are seeking an experienced Senior Product Marketing Specialist to join our team. You will own product marketing strategy and messaging for our cust..

We are seeking an experienced Senior Product Marketing Specialist to join our team. You will own product marketing strategy and messaging for our customer service software, drive product launches, craft positioning, and enable sales. This is a hands-on role where you'll collaborate with product, engineering, sales, and marketing to ensure Helpshift delivers remarkable experiences for customers. You will report to the Head of Product Marketing.

What you'll do:

You will help analyze the needs of different customer types, refine target personas, segmentation, and ideal customer profiles.
You will craft crisp, clear, and differentiated positioning of Helpshift’s products and create relevant content based on this positioning.
You will educate teams on market trends, prospect pain points, and competitive intelligence.
Oversee the development and execution of launch activities for new products including working closely with Product, Sales, Support, and the rest of the Marketing team.
You will support the global sales team with up-to-date positioning and sales content.
You will partner with marketing to plan and support campaigns and demand-generation programs.
You will assist in creating product demos that showcase how Helpshift's software platform works.
You will assist in creating content including presentations, datasheets, whitepapers, customer stories, web copy, campaign content, sales enablement content, and more.
Conduct user, market, pricing, and competitive research—both qualitative and quantitative—to better understand and evangelize market trends and apply key learning to new initiatives and in doing so ensure the team can communicate the key differentiators of our product and identify opportunities for future growth.

5+ years of B2B product marketing experience, with a track record of successful product launches. At least two of these years in SaaS.
Proven record of creating compelling positioning, messaging, and thought leadership content.
Experience in buyer research and gathering current/prospective customer data to drive the development of messaging and positioning.
Strong communicator able to distill complex ideas into simple, powerful stories.
Strategic thinker who starts with the customer and works backward.
Passion for customer experience and contact center technologies.
Comfortable working cross-functionally in a dynamic startup environment.
Data-driven approach to position products, quantify market opportunity, and measure success.
BA/BS degree in business, marketing, or related field required.