Scopely is a leading mobile games company home to many top-grossing, award-winning franchises including Scrabble® GO, MARVEL Strike Force, Star Trek™ Fleet Command, Looney Tunes™ World of Mayhem, WWE Champions, The Walking Dead: Road To Survival™, YAHTZEE® With Buddies and Wheel of Fortune®: Free Play, among others. Scopely creates rewarding, immersive games that empower a directed-by-consumer experience. Founded in 2011, Scopely is fueled by a world-class team and a proprietary technology platform that personalizes gameplay at scale across one of the most diversified portfolios in the west. Recognized in Fast Company’s ‘World’s Most Innovative Companies’ and #2 on Deloitte’s ‘Technology Fast 500’ as one of the fastest-growing companies in North America, Scopely has achieved more than $1 billion in lifetime revenue by creating game experiences that are an important part of people’s lives. Scopely has global operations in Los Angeles, Barcelona, Boulder, Dublin (DIGIT game studio), London and Tokyo, with additional studios in seven countries across four continents. For more information, visit scopely.com.

Under the direction of the Player Experience Director, the Quality Assurance Lead (CS QA Lead) is a key member of the Player Experience team working directly with Vendor Relations, Customer Support Leads and VIP manager to ensure the quality of player support in every segment.

The position is responsible for ensuring that the appropriate quality approach and resources are applied to each game, identifying potential risks affecting the service quality, and implementing measures to mitigate the risks. 

On top of that, this person will be supporting the delivery of training and quality monitoring to our internal team.

The QA Lead provides guidance and support to the outsourced QA Assurance Specialists and is the owner of key resource materials (both creation and optimization of current ones)

She/he will work directly with the Player Experience central team to assist in creating, developing, and implementing quality assurance procedures. In addition, she/he also provides recommendations and action plans to improve the internal team and individual’s customer service performance.

This position is a vital role in growing and retaining our talent while also driving customer satisfaction effectiveness, ensuring quality and compliance.

With a great perspective on all our operations in the different countries we are operating in, providing a 24/7 service, the role consists in engaging the team into a 5 stars service aiming to the long-term success of the company.

What you will do:

• Maintain and develop internal support and service quality standards;
• Review a subset of support agents’ conversations (emails, app reviews, social media support) on the CS tools;
• Assess support interactions based on internal standards;
• Accompany evaluations with meaningful and constructive feedback and mentorship/coaching opportunities;
• Discuss and explain feedback with vendor QA leads and internal CS leads in regular meetings;
• Analyze all customer service metrics (e.g. CSAT, First time resolution) and how the support team’s performance affects those KPIs;
• Create strategies to improve support KPIs;
• Help outsource agents improve their performance with specific instructions and constant support;
• Map the need for training and onboarding programs and initiate these projects;
• Monitor customer service performance on the agent and team level;
• Create reports that reflect support performance;
• Create QA process taking into consideration all areas that impact quality and given the right weight on each of them;
• Participate in calibration sessions to maintain consistency in internal evaluations;
• Be able to help in other areas within Central PX - Escalations, TOS/Privacy Policy tasks, billing & Refunds
• Contribute to the team culture in a positive manner.

What you will need:

• 4+ years experience in customer service in a leadership/coordination role 
• Analytical skills and experience in developing reports from scratch using systems or Excel/Google Sheets
• Hands-on experience in quality assurance fundamentals
• Great people skills and ability to communicate (negative & positive) feedback
• Good organizational skills, knowledgeable in goal-setting practices
• Examples of data visualization abilities and understanding of support metrics
• Perception of basic business metrics and how support impacts those
• Problem-solving capabilities to create meaningful strategies to improve support quality
• Hands-on experience working in a support system - Helpshift, Zendesk, Salesforce, QA Software, Data Analytics System