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 the Head of Quality Control – Player Engagement at Keywords Studios, you will be responsible for overseeing and managing all aspects of quality control and quality assurance within our Player Engagement operations. Reporting to the Director of Support Services, you will play a pivotal role in maintaining and improving service quality, driving continuous improvement initiatives, and ensuring that our Player Engagement team consistently meets and exceeds performance and customer satisfaction metrics.

Requirements

Key Responsibilities

• Develop and implement comprehensive quality control programs and processes for various services within Player Engagement
• Establish and maintain quality standards and metrics in line with industry best practices and client requirements.
• Lead a team of Quality Control Analysts, providing coaching, training, and performance management.
• Conduct regular evaluations and audits of customer interactions, including chats, emails, and other communication channels.
• Collaborate with operations, training, and other relevant departments to identify areas for improvement and implement corrective actions.
• Create and manage a feedback loop to communicate findings and insights to contact center agents and supervisors.
• Develop and maintain a robust quality monitoring system to track performance and identify trends and areas of improvement in both operations and in recruitment efforts.
• Analyze data and performance metrics to identify root causes of issues and recommend process enhancements.
• Prepare and present regular reports to senior management and clients on quality performance and improvement initiatives.
• Stay current with industry trends, technologies, and best practices to continually improve quality control processes.
• Ensure compliance with all relevant regulations, industry standards, and client-specific quality requirements.
• Foster a culture of continuous improvement, quality consciousness, and customer-centricity among Player Engagement staff.

Qualifications

• Bachelor's or associate degree in relevant field.
• Possessing a Lean Six Sigma Yellow Belt or higher.
• Proven experience in quality control or quality assurance management within a contact center or customer service environment.
• Strong leadership skills and the ability to mentor and develop a team.
• Excellent analytical and problem-solving skills.
• Proficiency in quality monitoring software, AI, and machine learning-based tools, to harness advanced analytics and automation.
• Exceptional communication and interpersonal skills.
• Strong attention to detail and a passion for ensuring high-quality service delivery.
• Ability to adapt to a fast-paced and evolving contact center environment.

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 Performance Bonus
  

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: Keywords Studios

Location: Asia Pacific, Philippines

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Hybrid