Training Specialist

About Junglee Games

With over 140 million users, Junglee Games is a leader in the online skill gaming space. Founded in San Francisco in 2012 and part of the Flutter Entertainment Group, we are revolutionizing how people play games. Our notable games include Howzat, Junglee Rummy, and Junglee Poker.

Our team comprises over 1000 talented individuals who have worked on internationally acclaimed AAA titles like Transformers and Star Wars: The Old Republic and contributed to Hollywood hits such as Avatar. Junglee’s mission is to build entertainment for millions of people around the world and connect them through games.

Junglee Games is not just a gaming company but a blend of innovation, data science, cutting-edge tech, and, most importantly, a values-driven culture that is creating the next set of conscious leaders.

Job Overview

We're looking for a dynamic Specialist - Training & Quality who will be responsible for designing & implementing training programs to enhance the skill and performance of the team.

Key Responsibilities

Quality Assurance & Performance Management

• Ensure consistent and accurate quality assessments across the team.
• Review quality evaluations conducted by Quality Analysts to ensure accuracy and constructive feedback.
• Provide coaching, mentoring, and continuous feedback to Quality Analysts to enhance performance and skill development.
• Conduct regular calibration sessions with Quality Analysts to maintain alignment and consistency in evaluation and scoring standards.
• Analyze quality data and report on key performance indicators (KPIs), trends, and actionable insights.
• Share quality trends and findings with management to support data-driven decision-making and process enhancements.
• Lead root cause analysis for quality issues and collaborate with cross-functional teams to implement corrective actions.

Training & Development

• Identify training needs and coordinate relevant sessions to upskill the quality team.
• Collaborate with departments and stakeholders to assess skill gaps and training needs for team leaders.
• Design and deliver engaging training programs focused on leadership and supervisory skill development.
• Use a variety of instructional techniques such as role-playing, case studies, and interactive exercises to drive impactful learning experiences.
• Provide training on key leadership competencies including effective communication, decision-making, conflict resolution, and team building.

Leadership & Collaboration

• Support the development of team leaders by fostering skills to build and lead high-performing teams.
• Promote a culture of collaboration, continuous improvement, and positive team dynamics.
• Establish a feedback loop with Contact Center Supervisors and Managers to address concerns and provide quality-focused guidance.
• Gather feedback from team leaders to refine training content and delivery methods continuously.
• Share recommendations with leadership on training effectiveness and its impact on team leader performance.

Qualifications & Skills Required

• Bachelor's degree
• 3-5 years of relevant experience in training
• Excellent communication skills, both verbal and written
• Strong organizational skills to plan and execute training programs effectively
• Strong interpersonal skills to build rapport with team leaders and stakeholders at all levels
• Proficiency in Microsoft Office Suite and any relevant training software/tools

Be a part of Junglee Games to:

• Value Customers & Data - Prioritize customers, use data-driven decisions, master KPIs, and leverage ideation and A/B testing to drive impactful outcomes.
• Inspire Extreme Ownership - We embrace ownership, collaborate effectively, and take pride in every detail to ensure every game becomes a smashing success.
• Lead with Love - We reject micromanagement and fear, fostering open dialogue, mutual growth, and a fearless yet responsible work ethic.
• Embrace change - Change drives progress and our strength lies in adapting swiftly and recognizing when to evolve to stay ahead.
• Play the Big Game - We think big, challenge norms, and innovate boldly, driving impactful results through fresh ideas and inventive problem-solving.
• Avail a comprehensive benefits package that includes paid gift coupons, fitness plans, gadget allowances, fuel costs, family healthcare, and much more.

Know more about us

• Explore the world of Junglee Games through our website, www.jungleegames.com.
• Get a glimpse of what Life at Junglee Games looks like on LinkedIn.
• Here is a quick snippet of the Junglee Games Offsite’24
• Liked what you saw so far? Be A Junglee