Total 3 quality assurance specialist job vacancies in Pasig, Metro Manila

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!

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
  

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

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.keywordsstudios.com/en/applicant-privacy-notice.

Role Information: EN

Studio: KWM

Location: APAC, Philippines, Pasig

Area of Work: Player Engagement

Service: Engage

Employment Type: Full-time

Working Pattern: In-Office, Hybrid

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

• Hybrid work setup
• Non-taxable Allowances
• Paid Time Offs
• Annual Corporate Bonus
• HMO and Life Insurance

Role Information: EN

Studio: KWM

Area of Work: Player Engagement

Location: Asia Pacific, Philippines, Pasig

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote

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.

• This role offers a WFH setup, however, all team members are still expected to report on site depending on business needs.
• HMO and Life Insurance
• Non-taxable Allowances
• Paid Time Offs
• Annual Wellness Subsidy

Role Information: EN

Studio: Helpshift

Location: Asia Pacific, Philippines, Pasig

Area of Work: Player Engagement

Service: Engage

Employment Type: Full Time, Permanent

Working Pattern: Remote