This job might no longer be available.

QA & Customer Support Lead (Live Ops)

OVERVIEW:

As our Quality Assurance and Customer Service teams continue to grow, we are looking for self-motivated, passionate QA Live Leads to supervise and support their team during the pre-launch and post-production stages of development. You will work closely with our QA and Customer Service Leads to identify, report and track defects and feedback from our customers as well as champion the quality of our games and services. The QA Live Lead supervises and assists in the development of QA/CS staff. Reports to a QA Director, Manager, or Senior QA Lead.

RESPONSIBILITIES:

• Supervise a QA/CS team: interview, train, evaluate performance and support progressive discipline, while encouraging staff to achieve high levels of productivity and service
• Manage project progress: assess employees’ skill sets, amount and type of work to be completed, and timetables to provide frequent reports and documentation to Management, Producers and Developers
• Develop test plans, create documentation, gather and assess results for public and private betas as well as post-launch activities
• Be an escalation point for all customer service issues escalated from all support staff
• Handle ticket volume while ensuring team members provide accurate and respectful follow up to user questions and issues
• Facilitate and drive communication between Customer Service and QA team members on key issues
• Develop deep technical knowledge of the assigned products and services
• Ensure all reported issues are entered and tracked in a database and all incidents are documented in Zendesk
• Verify fixes on issues reported through the live pipeline
• Manage production of reporting and metrics documentation, including daily reports, weekly status reports, test plans, incident tracking reports, RTM checklists, and post-mortem reports
• Support Producers and Developers by participating in and running bug triages (bug reviews) and provide all necessary documentation
• Lead discussions on the status of bugs and the game leading up to release, post release, and through the product’s live life cycle
• Collaborate on prioritization of issues to be addressed based on customer reports through tracking and reporting
• Foster a cooperative and harmonious working climate conducive to maximizing employee morale and productivity

KNOWLEDGE AND SKILLS:

• Technically proficient with PCs, game consoles and mobile devices
• Exceptional communication and writing skills
• Advanced MS Suite and Outlook skills
• Advanced database skills
• Extensive game knowledge with a desire to learn
• Has demonstrated understanding and live by the departments’ core values
• Consistently provides a positive role-model to associates, in terms of work performance, attitude, and attendance

REQUIRED QUALIFICATIONS:

• High School diploma or equivalent
• 4+ Years of combined Customer Service, and QA or other relevant experience
• Prior supervisory/leadership experience managing medium to large sized teams
• Understanding of test cycles and processes
• Understanding and ability to implement effective customer service standards
• Reliable and can be counted on to work all scheduled shifts
• Capable of working any mandatory overtime, which can occur during the workweek, weekends, and occasional holidays
• Must be able to communicate effectively in English, in both written and oral forms
• Ability to lift up to 20 lbs. occasionally, sit for long periods and move between floors

PREFERRED QUALIFICATIONS:

• Passion for games and the gaming industry
• Experience with relevant tools such as Zendesk, Google Analytics, Confluence, Jira, TTP, and all gaming platforms

Please note that 2K Games and its studios never uses instant messaging apps or personal email accounts to contact prospective employees or conduct interviews and when emailing, only use 2K.com accounts.