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 our Insights Lead, you will support the Process Intelligence team by leading Lean Six Sigma projects, ensuring that deliverables and objectives are consistently met. You'll drive process improvement initiatives, analyze data for actionable insights and implement strategies to enhance efficiency and effectiveness, all while fostering a culture of continuous improvement.
Join our team and help us improve our processes and make a real difference across the organization!

What are we looking for? Our Insights Lead has a knack for the following skills:
Leadership:

• Oversees multiple projects, ensuring alignment with the company’s strategic objectives.
• Plays a key role in implementing QA automation and operationalizing quality strategies.
• Defines, evaluates, maps, and documents processes for quality automation, driving efficiency and consistency.

Analytics:

• Collects, models, and analyzes data to identify trends and recommend impactful improvement actions.

Communication:

• Provides expert guidance in tool training, design, and ongoing monitoring, ensuring effective adoption and use.

Business:

• Oversees the monitoring, consolidation, and analysis of project outcomes, translating insights into actionable recommendations for the success of the projects handled by the team and according to the company goals and strategic approach.

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

• Minimum 1 year working experience as data analyst or tool implementation analyst.
• Minimum of 3 years working in a contact center industry.
• Knowledge in building big data models and queries, working knowledge of BI tools and quality tools (e.g. NICE, Verint, Playvox, Maestro, etc.)
• Bachelor’s degree in any field, Engineering/Statistics (preferred), or relevant working experience.
• Analytical, problem-solving and decision making skills, with the ability to operate with minimal supervision.
• Clear thought process with good communication and presentation skills.
• Organizational / planning skills.
• Effective listening and interpretation skills.
• Flexibility to changing work schedules

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
• We offer flexibility and a nice work-life balance.
• Our company culture is fun, friendly, diverse and inclusive, and we welcome people from all over the world.
• We work on exciting projects with global brands. We help the world’s greatest game development/publisher studios on community and social media management, while they work hard to develop stunning game experiences, including MMOs, AAA blockbusters, indie gems and mobile hits.
• Depending on your location, as well as each project and its needs, the job could be open to freelance cooperation or employment contract if there is a possibility within our global footprint.
• We would like to take this opportunity to thank you for considering our company as your next career move. We value diversity and inclusivity, and we are committed to creating a welcoming and supportive work environment for all our employees. We look forward to receiving your application and learning more about your experience and qualifications. Good luck and we look forward to meeting you!

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.

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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