Training and Quality Officer

GameClub SEA; Metro Manila; On-site; PHP 60,000 - 100,000; Full time

Job summary

A leading gaming company in Metro Manila is seeking a Training and Quality Officer to enhance player support. The successful candidate will design training programs, ensure quality assurance, and elevate team performance. Ideal applicants will have 2–4 years in customer support or training within the gaming or digital services industry, coupled with strong communication and presentation skills. This full-time role offers a unique opportunity to grow within the gaming industry.

Benefits

Career development in gaming

Dynamic work environment

Opportunities for growth

Qualifications

• 2–4 years of experience in customer support, training, or quality assurance.
• Strong facilitation and presentation skills.
• Experience with QA frameworks.
• Excellent written and verbal communication in English.
• Ability to analyze data for actionable insights.

Responsibilities

• Develop and deliver onboarding training for new support specialists.
• Monitor support interactions to ensure quality standards.
• Provide feedback and coaching to agents.
• Collaborate with management on quality improvements.

Skills

Customer support experience

Training and coaching

Quality assurance knowledge

Excellent communication skills

Tech-savvy

Facilitation and presentation skills

Tools

Zendesk

Freshdesk

Intercom

Job description

Training and Quality Officer

Location: Onsite – Ortigas, Pasig City, Philippines
Employment Type: Full-Time
Level: Specialist
Reporting to: Player Support Manager
Industry: Gaming / Digital Entertainment

About GameClub

GameClub is all about great games and even greater player experiences. As we continue to grow our global community, we’re building a CS team that delivers helpful, friendly, and timely support to players — wherever they are. Behind every great squad is strong training and quality support — and that’s where you come in.

About the Role

We’re seeking a Training and Quality Specialist to design engaging learning programs, coach our support teams, and ensure that every player receives top-quality service. You’ll create training modules, conduct onboarding and refresher sessions, monitor quality scores, and help raise the bar for support excellence. If you love teaching, improving processes, and leveling up people, this role is your arena.

What You’ll Do

• Training
• Develop and deliver onboarding training for new Player Support Specialists.
• Create training modules on tools, workflows, game knowledge, and soft skills.
• Conduct refresher training sessions and workshops based on team needs.
• Track and assess training effectiveness, updating materials regularly.

• Quality Assurance
• Monitor and evaluate support interactions (tickets, chats, calls) to ensure alignment with quality standards.
• Provide actionable feedback and coaching to agents and Squad Leaders.
• Analyze QA results to identify trends, recurring issues, and training gaps.
• Partner with management and operations to implement quality improvements.

• Collaboration
• Work closely with Squad Leaders to maintain consistent performance across squads.
• Share insights with game/product teams to improve player-facing FAQs, guides, and processes.
• Contribute to building a fun, motivating, and growth-oriented CS culture.

What You Should Have

• 2–4 years of experience in customer support, training, or quality assurance, ideally in gaming, BPO, or digital services.
• Strong facilitation and presentation skills — you can make training fun and impactful.
• Experience with QA frameworks and evaluation forms for support teams.
• Excellent written and verbal communication in English.
• Ability to turn data (QA scores, player feedback, performance metrics) into actionable improvements.
• Tech-savvy and familiar with support platforms (Zendesk, Freshdesk, Intercom, or similar).
• Passion for gaming and helping others grow.

Bonus:

• Instructional design or e-learning experience.
• Multilingual (e.g. Tagalog, Bahasa, Thai, Vietnamese, Spanish).
• Background in soft skills or leadership training.

Why Join GameClub?

👾 Shape the skills and quality standards of our frontline support team.
🎯 Build a career in training, quality, and people development within the gaming industry.
🚀 Help us deliver world-class player experiences across the globe.

Apply Now

Ready to level up both players and teammates? Send us your resume and let’s start the conversation!