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QA & Training Specialist

4 weeks ago

Manila, Philippines Solaireresort Full time

Job Description

State/Province National Capital Region (Manila)

Country Philippines

Responsibilities
  • Develop and deliver onboarding, upskilling and refresher training programs for customer support agents
  • Create and maintain training materials, guides and knowledge base content
  • Conduct regular quality audits of support interactions (chat, email, tickets, voice) to assess adherence to performance standards
  • Provide clear, constructive feedback and coaching to agents based on GA evaluations
  • Analyze trends in agent performance and player interactions to identify training needs and process gaps
  • Recommend and implement improvements to QA processes, training programs and player engagement strategies
  • Work closely with CS Supervisors and collaborate with cross-functional teams to stay aligned on new features, game updates, and support best practices
  • Prepare weekly/monthly GA and training reports
  • Help maintain consistency in tone, empathy, and problem-solving across all support channels
  • Other relevant responsibilities as delegated by the line manager
Key Competencies and Skills
  • Experience in online gaming or interactive entertainment preferred
  • Strong knowledge and use of Microsoft Office: Word, Excel, PowerPoint
  • High level of attention to detail; organized with good presentation and communication skills; familiarity with customer support platforms (e.g. Zendesk, JIRA, Genesys) and ticketing systems; flexible in terms of working schedules
  • Proven ability to analyze data and generate actionable insights
  • Passionate about player experience and continuous improvement
Key Performance Indicators/Key Success Factors
  • Training completion
  • Process improvement and maintenance
  • Quality control and audit
Requirements
  • 2+ years of experience in training, quality assurance, or team development within a customer support environment
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