We are looking for a consumer-focused Product Quality Analyst to join Team Snapchat! As a member of the App Product Quality team, you will be responsible for advancing Snapchat’s consumer products by identifying opportunities to improve the quality of our current or future product offerings. You will become the internal voice of our customers by bringing product expertise and a specific understanding of the challenges Snapchatters face to our cross-functional partners on the Engineering, Product, QA, and Support teams. As a Product Quality Analyst, you will reinforce your product expertise by serving as our team’s subject matter expert and point of contact for specific product features, attaining expertise that you will use to help us make better decisions about our consumer products. 

What you'll do:

• Serve as a general expert on the Snapchat consumer application, and communicate directly with customers about their product issues

• Be the customer advocate in cross-functional meetings, proposing improvements that benefit our customers as well as our internal support teams

• Derive quantitative and qualitative insights into Snapchat application usage, stability, and performance across a variety of touch-points and datasets Snapchat can access

• Partner with Product and Engineering to implement impactful customer experience improvements in existing products, and help ensure that new product launches are high quality and low risk

• Diagnose and troubleshoot technical issues that prevent users from using a Snapchat feature

• Find new bugs by monitoring and analyzing user reports for bug-related trends

• Explore the feedback and data about the customer experience, and provide insights for our product development teams via feature scorecards and deep-dives

• Inform, influence, and execute new quality strategies and tactics using sound analysis and impact metrics to support your positions

Minimum qualifications:

• Bachelor’s degree in business, economics, marketing, psychology, science, or related areas of study

• 3+ years post-collegiate work experience or equivalent internships in mobile applications, technology, or other related industry

Preferred qualifications:

• Excellent verbal and written communication skills, with high attention to detail

• 2+ years working with Zendesk or other ticketing systems

• Analytical skills, working with large data sets to solve business problems, and providing practical business insights via data visualization software (Looker, G Suite, and Excel)

• Familiarity with software release processes and related tooling (like Github)

• 1+ years SQL experience