Project Training Specialist - Internal Job Posting

＜日本語は英文の後に続きます。＞

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! 🎮🔥

What are we looking for?

Job Title: Project Training Specialist

Job Purpose:
The primary objective of the Project Training Specialist role is to manage the direct and indirect provision of product & service knowledge and associated skills (soft skill, systems, applications etc.) to PE operations via various learning methodologies and platforms. The role is also tasked to ensure that learning initiatives meet or exceed client and KWS expectations.

Scope of Role:
As a Project Training Specialist, your responsibilities include leading instructor-led (face-to-face & virtual) and online training, on-the-job coaching, designing, and developing learning material as well as organizing training sessions for both new hires and current project team members.

Ultimately, you will be tasked to set up our Player Engagement team members for success by developing their skills to effectively address customer needs.

Key Responsibilities:

• Onboard and orient new hires on KWS policies, procedures, and culture
• Train the agents on the project’s products/services and operational processes
• Conduct floor refreshers/update training to keep knowledge up to date
• Update the knowledgebase as and when needed to ensure information accuracy
• Creation of new process related content as and when required.
• Ensure project updates are received, included in training, and cascaded to the floor in time for implementation.
• Record and maintain batch attendance, performance, evaluation, and assessment scores accurately
• Escalate performance issues in new hire & update training batches 
• Ensure the attrition in the training batches is kept at a minimal and maintain the target throughput
• Partners with Project leaders to develop training initiatives and /or projects to enhance trainee and agent effectiveness based on KPI requirements
• Provide coaching and feedback to the trainees for their overall development
• Enforce KWS and project security requirements
• To be a role model for the team in terms of performance/behavior/attitude
• Ensures SLA management for all floor training initiatives
• Conduct training needs analysis and come up with recommendations to address training-related opportunities
  

Requirements

• Business level Japanese and Business level English
• At least 1 year experience in customer support/player support

Benefits

• Fixed term contract (契約社員)

• Social insurance (Health insurance, Pension, Unemployment, Worker’s accident compensation) 
• Commuting Allowance : Up to ¥30,000/Month
• Work from home allowance : Up to ¥10,000/Month
• Paid Annual Leave
• Sick Leave
• Special Leave
• Employee Referral Program
• Language Program
• Employee Assistance Program (professional consultation/mental health support program)
• Relo Club Program (employee benefit program)
• No smoking in workspace (designated smoking room available)
• Medical check-up
• Casual dress and hairstyle
• Numerous internal social events / Company Events

待遇・福利厚生

• 雇用形態：契約社員
• 社会保険完備
• 交通費支給（月額 3 万円を上限とし、オフィスへの出社日数に応じて実費支給）
• 在宅勤務手当（月額上限1万円）
• 有給休暇
• 傷病休暇
• 特別休暇
• 社員紹介制度
• 語学プログラム（日本語／英語のレッスンサポート、資格取得サポート）
• EAP従業員支援プログラム
• 福利厚生プログラム（リロクラブ）
• 屋内原則禁煙（オフィス内に喫煙室あり）
• 健康診断（年1回）
• 服装、髪型自由
• 社内イベント（お花見、BBQ、忘年会などオフラインでのイベントも多数🎉）

Working hours and days off

• Working hours: 1 hour break and 8 hours of work
• Days off: 2 days off a week based on shift schedule, national holidays

勤務スケジュールと休日

• スケジュール：土日を含むシフト制（週5日勤務 ）、実働8時間／日
• 休日：週2日（シフトによる）、祝日

Others
Our recruitment team will conduct full online recruitment process. Looking forward to your applications!

Privacy Agreement:

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

今回の応募において個人情報をお送りいただくと、弊社の求職者向けプライバシー通知に則り、ご自身の個人情報が収集、処理されることに同意したとみなされます。詳細につきましては、弊社の求職者向けプライバシー通知（https://www.keywordsstudios.com/en/applicant-privacy-notice）をご確認ください。