SUMMARYWe are seeking a highly analytical and customer-focused Operations Quality Analyst to join the Employee & Experience Enablement (E3) organization. This role will be responsible for monitoring and improving the quality of customer interactions, case management execution, and operational adherence across Support organizations.
The ideal candidate brings experience in contact center environments, quality monitoring programs, customer support operations, and AI-enabled quality solutions. This individual will play a critical role in identifying customer experience gaps, surfacing operational risks, and driving continuous improvement across Pods, Product, Engineering, and Delivery teams.
As part of the E3 operating model, this role supports the broader Customer Experience ecosystem by helping ensure consistent execution, improved customer outcomes, and reduced escalation noise through structured quality oversight and actionable insights.
This position will partner closely with Operations Support, Incident Management, Workforce Management, Training & Readiness, Product, Engineering, and leadership teams to improve operational effectiveness and customer experience outcomes.
RESPONSIBILITIES- Monitor customer interactions across calls, tickets, escalations, and case management workflows to ensure adherence to quality standards and operational expectations.
- Conduct structured quality reviews using contact center technologies and quality management platforms (e.g., NICE, QA tools, CRM/case systems).
- Identify trends related to communication quality, case handling accuracy, follow-up adherence, escalation management, and customer experience gaps.
- Leverage AI-enabled tools and insights to identify operational patterns, automate quality detection opportunities, improve workflow efficiency, and support proactive issue identification.
- Partner with Training & Readiness teams to identify coaching opportunities and align quality findings with onboarding, continuous education, and workforce readiness initiatives.
- Collaborate with Operations Support and leadership teams to drive operational follow-through, improve case management execution, and reduce recurring escalation patterns.
- Support the development and implementation of scalable QA programs, including scorecards, calibration processes, quality standards, and reporting frameworks.
- Assist in identifying systemic operational risks and contribute to continuous improvement efforts across Support, Product, Engineering, and Delivery organizations.
- Prepare quality insights, trends, and operational reports for leadership to improve visibility, accountability, and customer outcomes.
- Promote a culture of operational excellence, accountability, customer focus, and continuous improvement.
EXPERIENCE AND KNOWLEDGE- Typically requires a Bachelor's degree in (relevant degree) and a minimum of 5 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experience.
- 5+ years of experience in Quality Assurance, Contact Center Operations, Customer Support, Customer Experience, or related operational environments.
- Experience working in contact center environments with knowledge of call monitoring, case reviews, quality management programs, and customer interaction best practices.
- Experience utilizing quality management and contact center platforms such as NICE, Five9, Genesys, Zendesk, Salesforce, ServiceNow, Jira, or equivalent technologies.
- Experience leveraging AI-enabled solutions, automation tools, or analytics platforms to improve operational quality, customer insights, or workflow efficiency.
- Strong analytical and problem-solving skills with the ability to identify operational trends, customer risks, and improvement opportunities.
- Experience working cross-functionally with Support, Product, Engineering, Delivery, Workforce Management, or Training organizations.
- Strong written and verbal communication skills with the ability to communicate findings, trends, and recommendations clearly to leadership and operational teams.
- Experience developing or supporting quality scorecards, calibration programs, coaching frameworks, and operational reporting.
- Ability to work in a fast-paced environment, manage multiple priorities, and support evolving operational initiatives.
- Strong attention to detail with a customer-first mindset and commitment to operational excellence.
- Bachelor's degree in Business, Communications, Information Systems, Customer Experience, Operations, or related field preferred.
What will give you a competitive edge (Preferred Qualifications):- Experience supporting enterprise SaaS, FinTech, technical support, or customer operations organizations.
- Experience working within globally distributed support or POD-based operational models.
- Knowledge of AI-assisted quality monitoring, conversational analytics, sentiment analysis, or workflow automation tools.
- Experience supporting escalation management, customer health initiatives, or operational risk programs.
- Familiarity with Power BI, Tableau, SQL, or data visualization/reporting platforms.
- Experience participating in operational readiness, continuous improvement, or customer experience transformation initiatives.
- Exposure to Workforce Management (WFM), SLA management, or incident management processes.
This position requires fluent written and oral communication in English.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Health & Wellness- Hybrid Work Opportunities
- Flexible Time Off
- Career Development & Mentoring Programs
- Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents
- Community Volunteering & Company Philanthropy Programs
- Employee Peer Recognition Programs - "You Earned it"
Click here to find out more about the benefits we offer.
