Scopely is looking for a Player Care - QA Analyst to join our Monopoly Go! team in Sevilla or Barcelona on a hybrid basis.

At Scopely, we care deeply about what we do and want to inspire play, every day - whether in our work environments alongside our talented colleagues, or through our deep connections with our communities of players. We are a global team of game lovers who are developing, publishing and innovating the mobile games industry, connecting millions of people around the world daily.

Monopoly GO! is our new casual game and a key franchise that has just become one of Scopely’s largest games enjoyed by millions of players. The team is based in Europe and the US, and works every day to create captivating new experiences for our players.

What You Will Do

Reporting to the Audience KPIs QA Lead, you will play a key role in bridging the Player Care and QA teams on MonopolyGo. You’ll collaborate with both internal and external partners to investigate player-reported Production issues, helping to identify and escalate the most impactful issues that require development support.

As a key contributor to the culture of quality within Scopely, you will help shape the future on how we continue to iterate to success, and evolve the way we work.

• Be the QA DRI for the Customer Support team, supporting quality control both in terms of Live defect investigation, and general player experience
• Monitor and actively participate in daily Bug Escalation channels, helping to clarify issues, ensure accurate documentation, and support effective triaging
• Work closely with external embedded QA testers, providing task assignments, feedback, and mentorship to support their integration into the Customer Support team
• Collaborate with the Customer Support team on process improvements, with a focus on enhancing bug identification, communication workflows and player experience
• Own, manage, and continuously refine the Customer Support bug escalation process to ensure efficiency and clarity
• Contribute to the development and upkeep of Customer Support bug dashboards, maintaining readiness to speak to player-facing quality issues at any time
• Support the creation of release patch notes and community messaging related to known issues and confirmed fixes
• Provide troubleshooting guidance and expert advice to all tiers of support agents on escalated bugs
• Assist in compiling Customer Support stakeholder reports by flagging critical or widespread quality concerns and advocating for timely resolutions
• Design, produce and distribute new or existing reports to a variety of stakeholders, using large pools of data and presenting them in a simple but insightful way
• Develop a deep understanding of all product features to accurately assess player concerns, validate issues, and participate in QA playtests for upcoming features
• Understanding the QA Lifecycle from conception through to post release care, ensuring user experience is a key consideration throughout
• Coordinate with Internal QA’s to create Test Plans that support the investigation of live defects, and if applicable, the verification of live defects.
• Coordinate with external QA teams, including embedded testers, to define support priorities, communicate requirements, and monitor progress and outcomes
• Collaborate with relevant QA DRIs to reproduce and diagnose complex or widespread player-reported issues, reducing the number of “Cannot Reproduce” tickets in the database
• Review and align external test teams to expected bug reporting standards, maintaining a clean, prioritized, and well-organized bug database in coordination with cross-functional pods
• Lead by example through hands-on testing, owning and taking responsibility for the quality output of your issue investigations
• Keep leadership informed on task progress, daily priorities, and blockers to ensure transparency and alignment
• Attend Customer Support and QA ceremonies, using these as a platform for feedback, while remaining current and informed on team strategy and movements
• Be aware of and monitor app health from an holistic viewpoint, such as ANRs & Crash Rates
• Engage in annual reviews to aid with yours and others development alike, providing feedback when called upon, including to that of your lead / manager
• Support QA Leadership in attaining the teams goals through ownership and tracking of KPOs / OKRs
• Lead by example with regards to the Scopely tenets

What We’re Looking For

• Deep understanding of the role of Customer Support and Player Experience, with a strong commitment to delivering the best possible service to our players
• Exceptional verbal / written communication and an excellent attention to detail
• Strong time management, accountability and organisational skills
• Confident in negotiation and advocacy, ensuring both you and your team’s perspectives are heard while balancing business needs and priorities effectively
• Proactive, enthusiastic and self-motivated, able to work independently with minimal supervision.
• Skilled in process improvement with a focus on key stakeholders, balancing user experience with business needs.
• Flexible to an agile setup with the ability to multitask
• A strong commercial awareness with an understanding of business priorities and goals
• Experienced in Excel-based data analysis, leveraging formulas, graphs and tools to generate meaningful insights and deliver exceptional reporting.
• Extensive knowledge of
• JIRA and / or similar bug tracking systems
• Helpshift and / or similar CS ticketing platforms
• Looker, Kibana, Bugsnag and internal Admin pages
• Active Player on Production
• Mobile exposure and an understanding of Apple / Google submission protocol
• A sound understanding of the gaming industry and the typical end to end development lifecycle

At Scopely, we create games for everyone - and want to ensure that the people behind our games reflect that! We are committed to creating a diverse, supportive work environment where everyone is treated with respect. We are committed to providing equal employment opportunities and welcome individuals from all backgrounds to join us & embrace the adventure!