Senior Staff Service Quality Analyst

What you'll do

• Design measurement frameworks for defect portfolios, including definitions, opportunity bases, and DPMO instrumentation.
• Build and maintain defect funnels and evolve the defect taxonomy as the environment changes.
• Rank and defend a prioritized improvement roadmap based on modeled customer impact.
• Analyze resolution, quality, and friction signals using SQL and Python/R to isolate verified root causes.
• Validate the impact of initiatives using rigorous statistical methods like pre/post controls and causal inference.
• Execute the full operating loop from defect detection and root cause verification to initiative launch and outcome validation.
• Hold cross-functional partners accountable for friction using quantified evidence and structured escalation.
• Mentor Staff-level analysts and provide coaching on measurement and problem-solving.

What we're looking for

• 10+ years of experience in operational analytics, quality analytics, or continuous improvement.
• Bachelor's degree in a quantitative field or equivalent professional experience.
• Working knowledge of Lean, Six Sigma, and Root Cause Analysis (RCA) to drive fixes from analysis.
• Strong SQL skills and working fluency in Python or R on large operational datasets.
• Solid applied statistics skills to validate impact using pre/post, cohort, and causal methods.
• Experience owning a portfolio of domains or metrics and defending prioritization across competing demands.
• Experience in complex, high-stakes service operations like contact centers, fintech, or financial services.
• Experience using AI-powered tools and LLM assistants for analytical products and workflows.