(Internal Recruitment) - AI Quality Analyst, 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. The company has 12,000 employees in over 70 studios across 26 countries providing graphic art asset production, game development, audio, testing, localization, and customer support services to leading video game developers and publishers. Keywords Studios has a proven track record of organic and acquisition-led growth with over 50 acquisitions since 2014.

• Experience in Quality Assurance, Customer Support, Player Support, AI Operations, Knowledge Management, or similar operational environments.
• Strong attention to detail and the ability to assess interactions fairly and consistently.
• Understanding of support quality principles, player experience, client tone, and escalation behavior.
• Experience identifying quality issues, process gaps, and improvement opportunities.
• Familiarity with root cause analysis, audit processes, QA scorecards, or continuous improvement methodologies.
• Strong written and verbal communication skills.
• Analytical mindset with the ability to identify patterns and interpret quality data.
• Ability to work collaboratively with Operations, Product, Development, and client-facing teams.
• Interest in AI, automation, gaming support, and customer experience.

Nice to have:

• Experience reviewing chatbot, AI assistant, or automation performance.
• Familiarity with Helpshift, Zendesk, or other customer support platforms.
• Experience in gaming, player support, or digital customer service environments.
• Exposure to AI-powered support solutions or conversational AI technologies.
• Passion for gaming and emerging AI technologies.

Communication:

• Review AI agent interactions to ensure responses are accurate, helpful, and aligned with client tone and communication standards.
• Document quality findings clearly and provide actionable feedback to AI Ops, Product, and Development teams.
• Support calibration sessions and quality discussions to maintain consistency across reviews.
• Communicate quality risks, trends, and improvement opportunities to internal stakeholders.

Analytics:

• Conduct quality audits of AI agent conversations across live client accounts.
• Identify recurring issues such as incorrect responses, content gaps, escalation failures, tone mismatches, and hallucination risks.
• Analyze quality trends and contribute to root cause investigations.
• Support reporting efforts by tracking audit results and improvement progress.

Business:

• Assist in validating AI performance against support workflows, player experience expectations, and operational requirements.
• Contribute feedback that supports content improvements, workflow enhancements, and product optimization.
• Support quality reviews of new AI features and capabilities before wider adoption.
• Maintain quality documentation, audit standards, and review processes.

Leadership:

• Demonstrate ownership in identifying and escalating quality concerns.
• Participate in continuous improvement initiatives that support AI quality and client success.
• Contribute to quality best practices and knowledge-sharing across teams.
• Help protect player trust by ensuring quality standards are consistently applied.

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