Product Madness Company Profile

Manual QA Engineer CS/QA

Product Madness

Munkaköri leírás

Reporting into the Lviv QA Manager, with dotted line responsibilities to the Customer Support Manager, this hybrid role is key to supporting the relationship growth between the QA and CS teams. Your presence is there to enable both ease of access to information on Live quality concerns, and to support and tailor further investigations based on reports directly from our portfolios playerbase.

You will work closely with both teams to identify and provide in-depth investigation toward live issues, while being responsible for a wide range of other quality orientated projects, investigations, diagnostics, and reporting.

Responsibilities

  • Manage the communication channels between the QA & CS teams, educating each of the others core responsibilities and objectives
  • Conduct regular Product & Feature training sessions of new content for Customer facing teams
  • Document and enforce Live issue escalation protocol procedures and follow up on such cases until resolution / closure
  • Monitor and review customer observations and tickets through Zendesk and weekly CS reports, deep diving into issue investigations as and when required
  • Support alignment of the Customer Support device pool, ensuring alignment with the rest of the business based on quarterly QA device data captures
  • Support test efforts through data gathering and investigation at the request of the QA team
  • Rotate daily stand ups and triages across our portfolio of products, remaining current with each application and its quality status
  • Contribute to the bug tracking life cycle workflows: Testing, Initiating, reviewing, investigating, updating, and confirming resolution of issues identified
  • Manage the PMCS JIRA database and keep it relevant and up to date at all times
  • Constantly maintain, review and improve process in an effort to drive efficiency, whilst ensuring alignment across teams where applicable
  • A solid understanding of the QA life cycle from concept through to release
  • Work with a range of Live monitoring tools (e.g. New Relic / Zendesk)

Requirements

  • Strong leadership skills, working both independently and as part of a team
  • Strong verbal/written communication & an excellent attention to detail
  • Strong time management, accountability and organisational skills
  • An ability to negotiate and ensure yours and your team message is heard, whilst also understanding business needs as a balance
  • Flexible to an agile setup with the ability to multitask, managing coverage for multiple high profile mobile projects
  • A strong commercial awareness with an understanding of business priorities and goals
  • Exceptional reporting capabilities
  • Extensive knowledge of JIRA and / or similar bug tracking tools
  • Knowledge of Data Science and proven record to use this to better processes

Benefits

  • 20 days of annual leave;
  • Office employment;
  • Educational English programs;
  • Bonus scheme;
  • Event throughout the year;
  • Free food throughout the week;
  • Modern office in the city centre.
Find your dream job