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 Quality and Insights Manager you will design and implement career development plans for a regional team of Quality Leads/Supervisors, for medium to large-sized programs, ensuring tasks / responsibilities are carried-out effectively and efficiently.
You will be responsible for the final analysis and drafting of recommendations in order to improve the quality of service for the Operations team, generating internal and external client reports on quality related data and tactical execution of the KWS Quality Strategy.
If you're excited about making an impact on the quality and success of our projects, we'd love to have you in our team!

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

• Monitors and follow-ups on deliverables assigned to team members that directly affect the productivity, efficiency of operations for both client-specific and general departmental / company concerns.
• Manages the Quality team by setting their performance objectives & key results, specific tasks, subsequently monitoring their performance against these established goals / objectives.
• Oversees the day-to-day operations of the quality team within their region.
• Coaches, mentors, conducts one-on-one discussions and manages the performance of their team members regarding work ethics, productivity, OKRs and career growth.
• Devises development plans, performance interventions, career paths and prepares them to handle increased responsibilities.

Communication:

• Coordinates with other departments for collaboration and support as necessary.
• Drives and upholds a culture of excellence within their team to ensure service delivery, team engagement and performance results are exceeded.
• Advises on quality-related issues to the different units during meetings of key stakeholders

Analytics:

• Oversees the generation of accurate reports drafted on quality matters before forwarding to the requisitioning party.
• Oversees the proper collation of data provided by various parties.
• Makes recommendations, as required, to address Quality-specific issues / concerns.
• Ensures that reports are accurately processed, delivered, and documented following the company policies.
• Studies, designs and decides on the tools, e.g. audit forms and CTQ attributes, to be used for his program to ensure the company’s performance on leading and lagging quality metrics.

Business:

• Acts as trusted advisor and lead consultant to client partners in driving and meeting their Quality goals.
• Ensures that Client and Company requirements for Quality, as well as the program’s goals / objectives, are met with the contribution of Quality team.
• Reports auditing updates, discusses issues and identifies possible interventions with concerned departments
• Designs and implements action plans, policies, and procedures to guarantee high quality performance of the company.
• Keeps an efficient and skilled team in accordance with the requirements of KWS Quality Strategy.

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

• Minimum 3 years in a contact center manager position, leading teams/functional groups.
• Total Customer Contact Center Quality related experience or Continuous Improvement experience of at least 5 years.
• In depth knowledge of contact center quality assurance or continuous improvement frameworks.
• Project management skills in leading improvement and analytics projects.
• Bachelor’s degree (Preferable Math, Stat, MIS, Industrial Engineering or other relevant fields). Practical working experience is also acceptable in lieu of a degree.
• Excellent supervisory and management skills and ability to work with minimal supervision.
• Strong Analytical and active listening skills.
• Good problem-solving and decision-making skills.
• Flexibility for 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

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