QA & Training Specialist

4 weeks ago

Paranaque City, Calabarzon, Philippines Solaire Resort Full time
Duties and Responsibilities
  • Develop and deliver onboarding, upskilling and refresher training programs for customer support agents
  • Create end 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 couching 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 and has 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
  • Attendance
Requirements
  • 2+ years of experience in training, quality assurance, or team development within customer support environment.

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