Learning and Development Trainer (Trust & Safety)

Established over 20 years ago, Keywords Player Support is one of Keywords Studios' fastest growing Service Lines, dedicated to offering the best customer service in the games industry. We’re Pioneers and Leaders, always looking to allow equally awesome people a way into the premier international space of gaming companies and publishers.

We help the world’s greatest game development studios provide technical assistance to their players, while they work hard to develop stunning game experiences, including MMOs, AAA blockbusters, indie gems and mobile hits.

Keywords’ Trust & Safety team is all about fun, safety and care. Currently, we are looking for a Training Specialist that will train our superheroes to make sure gamers, communities and the gaming companies you admire the most are protected from unwanted or not suitable content like harassment, sexual connotations, unnecessary violence nor racism.

Your job saves lives. We all know what a toxic environment looks like online. Your role will help prevent toxic content from reaching others, protecting them from being harassed, bullied or encouraged to hurt themselves.

While only 2-6% of the content we moderate is unwanted content, you might be exposed to it. Keywords Studios is working every day to make sure exposure to unwanted content is as limited as possible, the same way we make sure we have many different tools available for you in case you need support to work through it

As a Superhero Trainer, your responsibilities include handling 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. Additionally, you will be tasked to set up our Superheroes in Trust & Safety for success by developing their skills to effectively address player needs by possibly deploying, assisting, reviewing and helping the team to sustain the tools, documentation. A person with passion for teaching and who would like to take up an opportunity to significantly contribute to team success and manage their processes.

Duties and Responsibilities

• Master the Trust & Safety material, keep updated and remain available as an extremely competent figure
• Deliver training for Superheros, users and clients using the training material
• Deliver training in a classroom for a set of participants, online, and/or facilitating e-learning via LMS if needed. Possibility to conduct onsite trainings according to the situation
• Coordinate with various in-house stakeholders, Clients and team members to deliver the best training experience
• Train the Superheroes on the Trust & Safety policies, project’s products/services and operational processes, in accordance to guidelines
• Conduct floor/online refreshers/update training to keep knowledge up-to-date
• Update the Trust & Safety and/or project material/knowledge base as and when needed to ensure information accuracy
• Ensure Trust & Safety and/or project updates are received, included in training, and cascaded to the floor/online in the time for implementation.
• Record and maintain batch attendance, performance, evaluation and assessment scores accurately
• Escalate performance issues in New hire & update training batches
• Partners with internal and external stakeholders to develop training initiatives and/or projects to enhance Superheros effectiveness based on KPI requirements when needed
• Provide coaching and feedback to the Superheros for their overall knowledge of product
• Constantly review and test the knowledge of the team by testing them via ad-hoc monthly/quarterly assessments
• Proactively able to improve documentations and training materials with minimal supervision or guidance
• Training needs analysis based on knowledge gaps

Qualifications and Skills

• Previous experience in Moderation or Community Management is required
• Previous experience in teaching and/or applied adult learning, reinforcement, Illustration with an example, asking probing questions, creating eLearning training and evaluating a candidate's progress.
• Able to conduct product orientation and training to new hire and customers with adherence to Trust and Safety process and training schedules
• Able to suggest evaluation and certification process
• Excellent English Communication skills - oral, written, and listening (English & local language based on studio assignment)
• Interaction - facilitation, influencing, teamwork, and collaboration
• Problem solving and able to deliver practical suggestions
• Familiarity with creating reports to stakeholders
• High attention to detail
• Optimism, hardiness & stress resilience
• MS Office & G-Suite application acumen
• Being able to be a team player, keen to collaborate and open minded
• Sense of urgency & ownership
• Adaptability
• Familiarity with the ADDIE or other learning development models (desired, but not mandatory)
• Software implementation/delivery experience at any stream (desired, but not mandatory)

Role will be on work from home setup most of the time. Only required to go onsite if there is a business need (onsite training, client visits, general assemblies, etc.).

• HMO and Life Insurance on day 1
• Vacation Leave, Sick Leave, Birthday Leave, Mental Health Leave
• Annual Wellness Subsidy
• Flexible work setup