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 OverviewAs 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:BusinessConduct shadowing sessions to perform live quality checks and ensure operational excellenceEvaluate adherence to established processes, procedures, and safety rulesDocument findings from QC sessions and track performance trendsMonitor post-training performance and ensure LMS complianceWork with leadership to adapt and improve QC frameworksLeadershipAct as a subject matter expert for the team, guiding decisions in complex or high-pressure situationsTrain and evaluate new hires during Starter Training sessionsContribute to the planning and design of Starter Training programsProvide clear, constructive feedback to Robot Masters and Team LeadersDevelop long-term development plans and help agents reach advanced skill levelsAnalyticsAssess operational speed, use of tools, and robot maneuvering skillsAnalyze incidents, maintain the Incident Tracker database, and follow up to prevent recurrenceCreate and monitor CS/IT tickets and ensure proper resolutionIdentify trends and opportunities to improve processes and operational efficiencyCommunicationCollaborate with training, leadership, and management teams to ensure clarity and consistencyProvide timely, structured feedback to support continuous improvementInterpret and communicate support policies and procedures to the teamPromote a culture of continuous learning and professional growthYou'd be a great fit for this role if you have:At least 1 year of experience as a Robot MasterDeep understanding of Robot Master tools, processes, and operational workflowsExcellent attention to detail, observation, and analytical skillsCritical thinking and problem-solving abilitiesStrong communication skills, both written and verbal, with the ability to deliver constructive feedback effectivelyHigh level of autonomy, reliability, and professionalismStrong collaboration and teamwork skillsGood proficiency in the English languageWhat 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!#imaginemorePrivacy policy: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.