(Internal Recruitment) - AI Ops Quality Manager, Helpshift Care AI

Established in 1998 and floated on the London Stock Exchange’s AIM in 2013, Keywords Studios is the world’s leading provider of technical and creative services to the global video games market. With 12,000 employees in over 70 studios across 26 countries, Keywords offers graphic art asset production, game development, audio, testing, localization and customer support services to major video game developers and publishers. The company has a strong track record of organic and acquisition-led growth, having completed 50+ acquisitions since 2014.

• Experience in Quality Assurance, Player Support, Customer Support Operations, AI Operations, Knowledge Management, Process Improvement, or client-facing support.
• Strong understanding of support quality principles, player experience, client tone, escalation behavior, and operational risk.
• Ability to review AI or agent interactions with attention to detail, fairness, and practical judgment.
• Skilled at identifying quality defects, root causes, content gaps, workflow issues, and improvements.
• Experience with structured improvement methods like DMAIC, root cause analysis, calibration, audit sampling, or continuous improvement.
• Strong communication skills for technical and non-technical audiences.
• Ability to work cross-functionally with multiple teams including Product, Development, and AI Ops.
• Analytical mindset to interpret quality data and recommend actions.
• Comfortable in fast-moving environments with evolving AI performance and client expectations.
• Ownership mentality with confidence to raise risks and protect player experience.
• Genuine interest in AI, automation, Helpshift, gaming support, and customer experience.
• Passion for scaling AI responsibly maintaining quality and trust.

Nice to have:

• Experience with AI-powered products, conversational AI, virtual agents, or automation.
• Familiarity with Helpshift and knowledge management systems.
• Background in gaming, player support, or digital customer experience.
• Experience developing quality scorecards, audit frameworks, calibration, or reporting.
• Passion for gaming and AI innovation to improve customer experiences through responsible automation.

Quality & Governance:

• Design, maintain, and improve the QA framework for Helpshift Care AI across all stages.
• Define quality standards for AI agent responses including accuracy, tone, escalation, and safety.
• Develop scoring rubrics, audit methods, review schedules, and reporting formats.
• Create QA criteria, test scenarios, audit checks, and feedback loops for new AI features.
• Ensure structured quality discipline supports new AI features without risks.

Analytics:

• Conduct regular audits of live AI agent interactions to identify trends and defects.
• Assess AI responses for accuracy, client voice alignment, and appropriateness.
• Identify recurring gaps like incorrect answers or low-confidence responses.
• Use DMAIC methodology to define, measure, analyze, improve, and control AI performance.
• Interpret quality data, identify trends, and recommend improvement actions.

Communication:

• Act as guardian of client tone and player experience.
• Evaluate AI responses against brand and communication style.
• Partner with AI Ops Managers and client teams to support trust-building.
• Provide actionable feedback to Product and Development teams.
• Document performance gaps, platform limits, and enhancement opportunities.
• Communicate quality insights and updates to leadership and stakeholders.
• Translate QA findings into clear business language for multiple teams.

Business:

• Collaborate with Product, Development, and Operations to implement quality improvements.
• Prioritize fixes based on impact, risk, value, and urgency.
• Support QA for new AI product features during development.
• Validate new features against real workflows and client tone.
• Document defects and provide recommendations pre-rollout.
• Highlight successes to support adoption and commercial storytelling.

Leadership:

• Work with AI Ops Managers to create reusable QA playbooks and guides.
• Enable internal teams by clarifying standards of good AI performance.
• Enhance AI quality maturity as Care AI scales.
• Proactively raise risks and protect player experience.
• Support responsible scaling of Care AI while maintaining trust and quality.

This opportunity is available across all Player Engagement locations and is intended for internal hiring only.