Full-Time

QA Live Lead

Sports

Posted on 2/3/2023

2K

2K

1,001-5,000 employees

Publishes diverse portfolio of video games

Senior

Las Vegas, NV, USA

Required Skills
Communications
Quality Assurance (QA)
Zendesk
JIRA
Customer Service
Confluence
Google Analytics
Requirements
  • 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
  • High School diploma or equivalent
  • 4+ Years of combined Customer Service, and QA or other relevant experience
  • Prior supervisory or leadership experience
  • 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
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 raised 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
Desired Qualifications
  • Passion for games and the gaming industry
  • Experience with relevant tools such as Zendesk, Google Analytics, Confluence, Jira, TTP, and all gaming platforms

2K Games is an excellent workplace for professionals passionate about creating diverse video game genres ranging from sports to role-playing. By congregating talents from top-tier studios such as Visual Concepts, Firaxis, and others, it fosters a collaborative environment conducive to creative freedom and technical skill enhancement. The company's broad scope in gaming technologies ensures continual learning and career growth, making it a prominent player in the video game publishing industry.

Company Stage

N/A

Total Funding

N/A

Headquarters

Novato, California

Founded

2005

Growth & Insights
Headcount

6 month growth

0%

1 year growth

1%

2 year growth

1%

Benefits

Health Care Benefits

Health Savings Account (HSA) Including Company Contribution

Employee Stock Purchase Plan

401k Retirement Plan

Life and Disability Benefits

Group Legal Plan

Wellbeing Program

Childcare Benefits

Flexible Spending Account (FSA)

Generous Compassionate Leave

Companywide End of Year Break

INACTIVE