Quality Assurance Associate - Player Engagement

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 Quality Assurance Associate, you'll support the project lead by evaluating ticket samples to ensure adherence to quality standards from a handling perspective. There's potential for you to take full ownership of this task in the future, gaining increased responsibility and autonomy within the role.

What are we looking for? Our QA Associate has a knack for the following skills:

Leadership:

• Identify achievements or issues on them based on defined expectations and procedures established for the project
• Coach agents to incorporate feedback and increase the quality of their contact with customers

Analytics:

• Evaluate tickets samples

Communication:

• Provide helpful feedback to agents to help them understand their achievement and/or areas of improvement
• Assist with linguistic checks on the audited tickets, which also includes corrections and explanations on the errors

Business:

• Participate in building high quality standards for customer service

Requirements

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

• Hands-on experience in Quality Assurance
• Relevant background in Customer Support roles
• Demonstrated ability to deliver professional feedback would be a plus
• Proficiency in Excel with excellent analytical abilities
• Advanced English Skills – both written and spoken (C1-C2 level)
• Ability to work in autonomously as well as collaboratively within a team setting
• Excellent communication skills, maintaining objectivity and impartiality
• Assertiveness and can-do attitude
• Attention to detail and effective task prioritization skills

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:

• HMO and Life Insurance
• Annual Wellness Subsidy
• Paid Time Offs
• Non-taxable Allowances

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

Role Information: EN

Studio: KWM

Location: Asia Pacific, Philippines, Pasig

Area of Work: Player Engagement

Service: Engage

Employment Type: Full-time

Working Pattern: Hybrid