Training and Quality Officer

3 weeks ago

Metro Manila Philippines GameClub SEA Full time

Training and Quality Officer Location: Onsite – Ortigas, Pasig City, PhilippinesEmployment Type: Full-TimeLevel: SpecialistReporting to: Player Support ManagerIndustry: Gaming / Digital Entertainment About GameClub GameClub is all about great games and even greater player experiences. As we continue to grow our global community, we’re building a CS team that delivers helpful, friendly, and timely support to players — wherever they are. Behind every great squad is strong training and quality support — and that’s where you come in. About the Role We’re seeking a Training and Quality Specialist to design engaging learning programs, coach our support teams, and ensure that every player receives top-quality service. You’ll create training modules, conduct onboarding and refresher sessions, monitor quality scores, and help raise the bar for support excellence. If you love teaching, improving processes, and leveling up people, this role is your arena. What You’ll Do Training Develop and deliver onboarding training for new Player Support Specialists. Create training modules on tools, workflows, game knowledge, and soft skills. Conduct refresher training sessions and workshops based on team needs. Track and assess training effectiveness, updating materials regularly. Quality Assurance Monitor and evaluate support interactions (tickets, chats, calls) to ensure alignment with quality standards. Provide actionable feedback and coaching to agents and Squad Leaders. Analyze QA results to identify trends, recurring issues, and training gaps. Partner with management and operations to implement quality improvements. Collaboration Work closely with Squad Leaders to maintain consistent performance across squads. Share insights with game/product teams to improve player-facing FAQs, guides, and processes. Contribute to building a fun, motivating, and growth-oriented CS culture. What You Should Have 2–4 years of experience in customer support, training, or quality assurance, ideally in gaming, BPO, or digital services. Strong facilitation and presentation skills — you can make training fun and impactful. Experience with QA frameworks and evaluation forms for support teams. Excellent written and verbal communication in English. Ability to turn data (QA scores, player feedback, performance metrics) into actionable improvements. Tech-savvy and familiar with support platforms (Zendesk, Freshdesk, Intercom, or similar). Passion for gaming and helping others grow. Bonus: Instructional design or e-learning experience. Multilingual (e.g. Tagalog, Bahasa, Thai, Vietnamese, Spanish). Background in soft skills or leadership training. Why Join GameClub? Shape the skills and quality standards of our frontline support team. Build a career in training, quality, and people development within the gaming industry.

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