Product Trainer - Player Engagement

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This role offers a WFH setup, however, all team members in Manila are required to report onsite based on business needs.

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 Product Trainer, your most important duties will be conducting training sessions providing on-the-job coaching, creating curriculum and learning resources, and coordinating training sessions for both newly hired employees and current project team members. Your objective will be to equip our Player Engagement team members with the necessary skills to proficiently address customer requirements, thereby setting them up for success!

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

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Experience & Requirements

What are we looking for? Our Product Trainer has a knack for the following skills:

Leadership:

Onboard and orient new hires on KWS policies, procedures, and culture
Escalate performance issues in new hire & update training batches
Provide coaching and feedback to the trainees for their overall development
Enforce KWS and project security requirements
Ensure SLA management for all floor training initiatives

Analytics:

Update the knowledge base as and when needed to ensure information accuracy
Conduct training needs analysis and come up with recommendations to address training-related opportunities
Record and keep batch attendance, performance, evaluation, and assessment scores accurately

Communication:

Train the agents on the project’s products/services and operational processes
Conduct floor refreshers/update training to keep knowledge up to date
Ensure project updates are received, included in training, and cascaded to the floor in time for implementation

Business:

Creation of new process-related content as and when needed
Partner with Project leaders to develop training initiatives and/or projects to enhance trainee and agent effectiveness based on KPI requirements

Develop project-specific curriculum & materials in both English

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

Excellent spoken and written English communication skills
Exceptional presentation skills with the ability to engage and captivate diverse audiences.
Proficiency in classroom management techniques to ensure effective learning environments.
Experience in conducting training needs analysis to identify organizational learning gaps and develop targeted solutions.
Proven expertise in designing, developing, and implementing curriculum and course content to meet training objectives.
Skilled in training evaluation methodologies to assess the effectiveness of learning initiatives and drive continuous improvement.