Panel Quality Specialist

The UserTesting Participant Network is the largest global first-party validated network of real people, who are individually reviewed and ready to deliver real human insight.  As part of the Panel Operations team, your mission is to ensure that every session a customer receives from UserTesting meets our consistent standard for high-quality feedback.  You will achieve this by reviewing and assessing videos of those on the Network to help them succeed on our platform.  Internally, you’ll work closely with a remotely-located worldwide team as well as cross-functionally with our Product, Panel Content and Panel Support teams, reporting directly to the Manager, Panel Operations.

• Review and analyze videos to ensure that participants meet technical and performance quality standards.

• Use critical thinking and problem-solving skills to troubleshoot and assess complex cases. 

• Learn, utilize and multitask across a variety of internal tools and resources to efficiently analyze videos and enforce fraud prevention policies.

• At minimum, meet quality and performance goals and expectations with collaboration of Manager, Panel Operations.

• Work collaboratively with the team across time zones to create and update internal resources and processes so that we convey clear, concise and consistent messaging to the Participant Network.

• Tier 2 Panel Support: use a ticketing system to resolve support tickets that require Panel expertise.

• Communicate trends, bugs or quality concerns to appropriate teams in a timely and direct manner.

• Ability to work effectively and proficiently within the Panel Operations team and cross-functionally with Product, Panel Content, and Panel Support.

• Complete ad hoc delegated tasks and assignments under Lead, Panel Operations Specialist and/or Manager, Panel Operations oversight.

• Embrace and demonstrate the UserTesting and team core values.

• Professional working proficiency in English

• Proficiency in another language (Spanish, German or French) would be a plus

• Bachelor’s degree or equivalent experience

• 1+ years work experience in an analytical, customer service, or similar role

• Detail-oriented with excellent judgment skills

• Passion for processes yet comfortable working in the gray area

• Must be able to self-manage in a fast-paced environment with an international team

• Desire to continually learn, adapt and grow as the Company evolves

• Working knowledge of desktop and mobile devices, including operating systems, browsers, and network speeds

• Experience with productivity tools such as Microsoft or Google Suite, or other internal enterprise systems (Slack, Jira, Confluence, etc).

• Excellent written and verbal communication skills

• Minimum Typing Speed of 55 words per minute

• Experience using a support ticketing system like Zendesk preferred

• Experience as a UserTesting participant would be a plus

This job description is subject to change at any time. 

UserTesting is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program.  Women, minorities, individuals with disabilities and protected veterans are encouraged to apply.  We welcome people of different backgrounds, experiences, abilities and perspectives.  UserTesting will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.