The RealReal, the world's premier online luxury resale store, is looking for a Product Quality Analyst to take the lead on the investigation and stabilization of our technology products allowing us to optimize our fast-paced development lifecycle. Our company wants to provide the best support possible to our customers, consignors and internal stakeholders. Doing so requires an efficient escalation channel and a proper issue investigation process for both customer-facing and back-end systems. We are looking for an experienced, talented and hands-on product quality analyst with experience in the e-commerce industry, its associated infrastructure and systems requirements. The position reports to the Director of the Run Team within the Products and Technology Department.
Responsibilities:
- Get an operational level knowledge of all of our products both customer-facing and back-end. As time goes by, improve and deepen that knowledge to a mastery level.
- Be part of a team of collaborators focusing on internal and external client satisfaction, efficiency and flawless execution in the OLA’s and SLA’s we have with other internal teams.
- Work closely with the leaders of the technology plan and build teams to understand implemented requirements and build test cases to attest quality and proper implementation of new products and features.
- Be the first line of defense against technical issues submitted to the technology team. Through proper investigation, troubleshooting and escalation processes, ensure that all issues reported are handled and resolved.
- Ensure proper communication around the acknowledgment of issues and incidents to stakeholders. Keep that communication going as resolution is in progress as well as once problems are resolved.
- Document incidents and issues in a well-maintained knowledge base so that the resolution of similar issues in the future is both effective and efficient.
- Collaborate with Build and Plan teams during the rollout of new builds and product updates to identify all upcoming changes and remain on the watch for instability or issues during the release phase.
- Communicate regularly on team activity metrics such as number of issues reported, resolution ratio, and average time of resolution to highlight success or failure of key initiatives.
- Hold the Build team accountable for the quality and stability of their feature sets as well as supportability of their deliverables.
- Identify cross-functional impact of some incidents and adjust communication and resolution of issues to the complete satisfaction of all impacted stakeholders.