Project Training Specialist - Internal Job Posting

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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 are we looking for?

Job Title: Project Training SpecialistJob Purpose:The primary objective of the Project Training Specialist role is to manage the direct and indirect provision of product & service knowledge and associated skills (soft skill, systems, applications etc.) to PE operations via various learning methodologies and platforms. The role is also tasked to ensure that learning initiatives meet or exceed client and KWS expectations.Scope of Role:As a Project Training Specialist, your responsibilities include leading instructor-led (face-to-face & virtual) and online training, on-the-job coaching, designing, and developing learning material as well as organizing training sessions for both new hires and current project team members.Ultimately, you will be tasked to set up our Player Engagement team members for success by developing their skills to effectively address customer needs.Key Responsibilities:

• Onboard and orient new hires on KWS policies, procedures, and culture
• Train the agents on the project’s products/services and operational processes
• Conduct floor refreshers/update training to keep knowledge up to date
• Update the knowledgebase as and when needed to ensure information accuracy
• Creation of new process related content as and when required.
• Ensure project updates are received, included in training, and cascaded to the floor in time for implementation.
• Record and maintain batch attendance, performance, evaluation, and assessment scores accurately
• Escalate performance issues in new hire & update training batches 
• Ensure the attrition in the training batches is kept at a minimal and maintain the target throughput
• Partners with Project leaders to develop training initiatives and /or projects to enhance trainee and agent effectiveness based on KPI requirements
• Provide coaching and feedback to the trainees for their overall development
• Enforce KWS and project security requirements
• To be a role model for the team in terms of performance/behavior/attitude
• Ensures SLA management for all floor training initiatives
• Conduct training needs analysis and come up with recommendations to address training-related opportunities