Responsible Social Gameplay Analyst

Responsible Social Gameplay Analyst

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.

We have an exciting opportunity to join our Responsible Social Gameplay (RSG) team in Manila and are currently looking for a Responsible Social Gameplay Analyst to join the team.

The Responsible Social Gameplay Analyst is responsible for protecting the business and creating a reputable, trusted brand name by safeguarding our players. The RSG Analyst will conduct timely, comprehensive risk assessments on players exhibiting potential red flag behviors and interact as needed with players by email, live chat or phone communication channels to address concerns and bring RSG awareness for players to make informed decisions thus ensuring gameplay is kept recreational and a safe user experience.

Key responsibilities will include:

• Analyze RSG alerts and escalations and develop risk-profiles of players to accurately identify, address and monitor potential indicators of at-risk behavior, problem gameplay or gameplay disorders.
• Conduct targeted interactions with players with the purpose of preventing at-risk players from experiencing problem gameplay and mitigate the risk of gameplay disorder from occurring on VGW brands
• Maintain clear, concise, detailed notes and action plans on player risk assessments and case management records.
• Escalate complex cases with recommendations to supervisors, team leads and/or senior management as needed.
• Collaborate with cross-functional teams to ensure a holistic approach is taken to concerns seen with the player in line with each function's policies and procedures.
• Stay engaged with recommendations, new suggestions or improvements to alerts, tools, procedures and/or templates.
• Report any issues discovered with alerts, tools, procedures and/or templates if they are not functioning as expected.
• Be comprehensively aware of MGA Player Protection Directives, Responsible Social Gameplay best practices and internal policy and procedures as directed by the Head of RSG.

What you will bring to the role:

• A Bachelor’s degree or at least 2 years of college
• Proven experience in handling customer interactions, specifically with RSG
• Knowledge of RSG policies and procedures
• Knowledge of relevant systems and databases
• Skill in using computers and relevant software applications (proficiency in MS Office or G-Suite)
• Experience with Zendesk and Salesforce tools is a plus
• Skill in oral and written communication sufficient to clearly convey responses or resolutions to customers
• Willing to work on shifting schedules and night shifts

About VGW

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.

With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.

As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.

At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.

Why VGW?

At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success.

Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.

We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.  

But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.

It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things. 

If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.

Find out more at www.vgw.co

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