Localization Quality Assurance Manager

At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. Our aim is to become the “go to” provider of technical services.

We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences.

Keywords is trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way. www.keywordsstudios.com

Job Purpose

• Responsible for the Keywords Tokyo LQA Department.
• Work with the LQA Director and other QAMs, Managers and Sales to support growth of the team, both locally and internationally.
• Responsible for budgeting and delivering the financial performance of the operation.
• Support team and make decisions to insure successful project delivery within budget, timeframe, and quality scopes.
• Develop and manage successful relationships with Keywords clients at manager, and senior manager levels.
• Manage, lead, motivate, coach, and train LQA management teams under their responsibility.
• Inspire team to always strive for delivery excellence.
• Perform LQA audits on ongoing projects and drive continuous improvement initiatives.
• Improve and develop services within Keywords key/strategic locations.

Key Responsibilities and Activities

Supervision:

• Manage, lead, and motivate LQA management teams.
• Proactively solve issues with the LQA management teams.
• Track client relations and macro-project progress with the LQA management teams.
• With the help of the LQA management teams and Test Leads, create, and implement any process changes/improvements accordingly.
• Manage resource planning, recruitment and training in partnership with the Production Support departments.
• Act as an HR Business partner when required.
• Work closely with the business development team to ensure smart adoption of work and use of resources.
• Hold regular status meetings, focused on active departmental improvements, with the LQA management teams.

Training and Coaching:

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

Client Management:

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

Administration:

• Track and manage financial KPIs regarding LQA operations under their care.
• Track and manage LQA management teams’ department production KPIs.
• Provide relevant and thorough briefings to LQA Director, and Project Managers.
• Help and manage the creation and design of templates used by the regional and global team.
• Manage macro resource planning, recruitment, and training in partnership with the Production Support department.
• Track and manage client macro KPIs.
• Report client and macro project statuses and information to LQA Director and management team on a regular basis.
• Ensure correct availability of hardware, resource and space such that the profitability of the unit in an optimal manner whilst maintaining ability to grow.
• Manage most daily high communications.

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

Requirements

Technical Skills:

• 6+ years in a Manager role.
• 2+ years in a QA Manager experience is desirable.
• Relevant experience in Management or similar role in the Video Games or related industry.
• Bachelor’s degree or equivalent experience.
• Experience in an Account Management or sales-oriented role.
• Formal Project Management techniques or training (PMP, Agile, Scrum, etc.).
• IT literate.
• Language skills: Fluent English and Japanese. Chinese knowledge would be a plus.

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.
• Familiarity with Translation Memory and Content Management tools.
• Advanced skills with MS Excel, Word and PowerPoint and MS Office in general.

Knowledge:

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

Soft Skills:

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

** This position requires the employee to be able to travel for business on short notice.

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

PERSONAL DATA PROTECTION POLICY

Keywords Studios is strongly committed to protecting your personal information. By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at [https://www.keywordsstudios.com/en/applicant-privacy-notice>.

Role Information: EN

Studio: Keywords Studios

Location: Asia Pacific, Japan

Area of Work: Localization, QA Testing Services

Service: Globalize

Employment Type: Full Time, Permanent

Working Pattern: Remote