Localization Qa Associate Manager

Description

With studios around the world, Keywords Studios is a leading technical services provider for global video games and beyond.

With locations in Asia, the Americas and Europe, Keywords Studios has a breadth and depth in multiple industry-leading service lines including Art, Engineering, Audio, Functionality QA, Localization, Localization QA and Player Support. The organization employs over 7,000 people at peak times working in over 50 languages.

Each year, we produce over 40,000 art assets, 12 million words of audio, 155 million words translated, 1.5 million hours of testing and resolve 7 million customer support tickets. Working across all major platforms, in over 50 different languages, Keywords Studios delivers support for its clients across the globe.

We are looking for a LQA Associate Manager to join our LQA team.

Job Purpose:

• Help improve and develop services within Keywords and elsewhere.
• Embody and preach Keywords Studios, Keywords Montreal, and Snowed In values.
• Manage, lead, motivate, coach and train local LQA Project Managers.
• Support team and make decisions to ensure successful project delivery within budget, timeframe, and quality scopes.
• Inspire local team to always strive for and attain improvements and growth.
• Develop and manage successful relationships with Keywords clients at senior and manager levels.
• Work with the LQA Manager to support growth of the team locally.

Key Responsibilities and Activities:

Supervision (30%):

• Track client relations and macro-project progress with the LQA Project Managers.
• Hold regular status meetings, focused on active departmental improvements, with the LQA Project Management team.
• Proactively solve issues with the LQA Project Managers.
• Manage, lead, and motivate local LQA Project Managers.
• With the help of the LQA Project Managers and Test Leads, create and implement any process changes/improvements accordingly.

Training and Coaching (15%):

• Provide quarterly evaluation feedback to LQA Project Managers, or more frequently as needed.
• With help of other Project Managers, mentor, and train new LQA Project Managers.
• In conjunction to service development, help identify areas where training material may need improvements.
• Provide both positive recognition and warnings appropriately.
• Take charge of the professional development of the LQA Project Managers.
• Empower staff as much as possible and appropriate.
• Provide monthly positive and constructive performance feedback to LQA Project Managers.
• Mentor and support any other assigned employees.

Client Management (5%):

• Continually seek opportunities to increase customer satisfaction and deepen client relationships and encourage and grow own team to do the same.
• Cross-sell services to clients where possible and appropriate.
• Develop and foster lasting relationships with senior client personnel.
• Communicate effectively with clients to identify needs and evaluate alternative business solutions.
• Set and manage client expectations appropriately.
• Participate in and lead proposal efforts where necessary.
• Responsible for top-tier client account management affecting local operations.
• Manage and lead client interactions and meetings.
• Delegate proposal efforts where appropriate.

Administration (50%):

• Track and manage project and client macro KPIs.
• Report client and macro project statuses and information to LQA Director and Management team on a regular basis.
• Help and manage the creation and design of templates used by the global LQA team.
• Provide relevant and thorough briefings to LQA Director, Project Managers and Leads.
• Track and manage local team and department KPIs.
• Manage most daily communications.
• Manage macro resources planning, recruitment, and training in partnership with the Production Support department.

In addition to the above, the LQA Associate Manager is expected to complete any other tasks deemed necessary.

Requirements

Technical Skills:

• Bilingual - French and English.
• Formal Project Management techniques or training (PMP, Agile, Scrum, etc.).
• Bachelor’s degree or equivalent experience.
• IT literate.
• Experience in an Account Management or sales-oriented role.
• Relevant experience in Management or similar role in the Video Games or related industry.

Tools:

• Familiarity with Translation Memory and Content Management tools.
• Familiarity with defect tracking tools, workflows, test case management tools, agile tools, and project tools, such as JIRA, Confluence, Spira, TestTrack, DevTrack, and DevTest.
• Advanced skills with MS Excel, Word and PowerPoint and MS Office in general.

Knowledge:

• Knowledge of a project cycle and a games’ development process.
• Understanding of various business and management concepts.
• Understanding of all video game business services and processes.
• Knowledge of Localization QA and Certification testing services and processes.
• Understanding of change management and continuous improvement protocols.

Soft Skills:

• Strong leadership skills and decision making abilities.
• Capacity to delegate effectively, including decision making where appropriate.
• Ability to work effectively and decisively under pressure.
• Accountable and responsible.
• Skillful in conflict management and giving constructive feedback.
• Ability to negotiate and interact with clients.
• Highly organized with the ability to prioritize tasks.
• Excellent communication skills and capacity to speak in large groups/presentations.
• Agile, flexible, and able to instill change.

Benefits

Our employees are our most valuable resource; therefore we provide them with a competitive compensation package commensurate with skills and experience, excellent benefits, high level of job satisfaction and a casual and fun work environment.

Keywords International is dedicated to following a well-established Equal Opportunities Policy. We endeavour to create a workplace which provides for equal opportunities for all employees and potential employees.

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