Robot Master Quality Assurance & Team Development Specialist (Internal process)

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. As our robotics support services continue to grow, we’re looking for passionate, detail-oriented professionals to help maintain high quality, improve performance, and support our Robot Master team. Join this team and help us deliver high-quality support for autonomous robot operations! 🤖✨ Role overview As a Robot Master Quality Assurance & Team Development Specialist, you’ll split your time between supporting daily robot operations and ensuring the quality, performance, and growth of our Robot Master team. You’ll conduct live shadowing sessions, provide constructive feedback, support complex cases as a subject matter expert (SME), and collaborate with leadership and training teams to improve processes and materials. You’ll also train new team members, monitor post-training performance, and help foster a culture of continuous learning. If you’re passionate about technology, coaching, and maintaining high operational standards, this is a role where you can make a real impact!

What are we looking for? Our Robot Master has a knack for the following skills:

Business

• Conduct shadowing sessions to perform live quality checks and ensure operational excellence.
• Evaluate adherence to established processes, procedures, and safety rules.
• Document findings from QC sessions and track performance trends.
• Monitor post-training performance and ensure LMS compliance.
• Work with leadership to adapt and improve QC frameworks.

Leadership

• Act as a subject matter expert for the team, guiding decisions in complex or high-pressure situations.
• Train and evaluate new hires during Starter Training sessions.
• Contribute to the planning and design of Starter Training programs.

Provide clear, constructive feedback to Robot Masters and Team Leaders. Develop long-term development plans and help agents reach advanced skill levels. Analytics Assess operational speed, use of tools, and robot maneuvering skills. Analyze incidents, maintain the Incident Tracker database, and follow up to prevent recurrence. Create and monitor CS/IT tickets and ensure proper resolution. Identify trends and opportunities to improve processes and operational efficiency. Communication Collaborate with training, leadership, and management teams to ensure clarity and consistency. Provide timely, structured feedback to support continuous improvement. Interpret and communicate support policies and procedures to the team. Promote a culture of continuous learning and professional growth.

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

At least 1 year of experience as a Robot Master Deep understanding of Robot Master tools, processes, and operational workflows Excellent attention to detail, observation, and analytical skills Critical thinking and problem-solving abilities

• Strong communication skills, both written and verbal, with the ability to deliver constructive feedback effectively.
• High level of autonomy, reliability, and professionalism
• Strong collaboration and teamwork skills
• Good proficiency in the English language.

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.

Phases of our recruitment journey:

• You send us your application with your updated resume and application form.

After reviewing your candidacy, we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists and Hiring Manager. It’s a perfect chance to exchange questions and get to know each other better.

• At the end of our journey - hopefully you will receive an offer!

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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