Customer Experience and Quality Analyst

Location: Raleigh, NC

Type: Full Time

Min. Experience: Mid Level

ReverbNation is seeking a Customer Experience and Quality Analyst who will work with the Customer Experience team to ensure our customers have clear, beneficial, and stress-free user experiences across our feature platform. The successful candidate will perform duties necessary to effectively test and evaluate site features for both functionality and usability.  The selected candidate will host user information sessions designed to collect valuable feedback from our customers and then use that information to guide product managers and developers across multiple teams in educated decision-making.

Position Responsibilities:  

  • Advocate on the user's behalf for ease-of-use and clarity across the platform
  • Recognize and suggest potential feature enhancements to product teams and champion for change, when necessary, justifying suggestions with data and/or live examples
  • Solicit user feedback through coordinated sessions by identifying and contacting quality users for feedback
  • Assess and test new product launches, existing features, and bug fixes for quality
  • Participate in product team sprint planning to confirm product specifications are unambiguous, verifiable, and met before features are launched
  • Identify pain points and areas of improvement in product flow and features
  • Ensure the standard of quality remains consistent across the service

The successful candidate will have:

  • At least 2 years experience in a quality assurance or customer service related position
  • Experience interacting with clients and customers through multiple channels, demonstrating strong verbal and written communication skills
  • A "break the machine" testing mentality and strong ability to document replication steps
  • The skill set to verify technical support issues from the support team and collaborate with the development team on appropriate solutions
  • A resourcefulness to prioritize multiple tasks and manage time appropriately

The ideal candidate will also have (but is not required to have): 

  • Familiarity with simple database queries to extract user data
  • Experience with agile testing methods for SaaS products
  • Passion for guiding the success of clients and maintaining relationships

As an employee, you'll get:

  • Competitive salary and great benefits, including comprehensive medical, dental, and vision plan options (100% of premiums paid by company), 401(k) match, FSA and company-funded HSA, and company paid disability insurance 
  • Office in a central triangle location (RTP) with easy access 
  • Casual work environment where jeans, tees, and sneakers are encouraged

 

ReverbNation is a SaaS company revolutionizing music by making it simple for musicians to do what they do best.  More than 4 million musicians use the technology at ReverbNation on the web and mobile.  The mission of ReverbNation is to help Artists get the most from their music and fans.

For more information, see http://corporate.reverbnation.com/careers/ .

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