Installation Quality Analyst (100% Remote)

About the role

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world. ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.

Responsibilities

• Designs, implements, and continuously refines a quality assurance program that supports installation and service operations.
• Develops and maintains performance measurement frameworks, including KPIs, scorecards, and sound evaluation methodologies.
• Safeguards quality program and reporting infrastructure by ensuring clear definitions, measurable standards, and consistent application.
• Owns the full analytical lifecycle from problem definition through insight delivery, including: Data sourcing, validation, and structuring; Exploratory data analysis and trend identification; Root cause analysis and hypothesis testing; Insight generation and recommendation development; Delivering decision-ready outputs that are accurate, validated, and complete; Logically sound and aligned with underlying data; Structured for clear stakeholder interpretation; Translating data into actionable recommendations with defined business impact, including tradeoffs, risks, and expected outcomes; Building and maintaining dashboards and reporting in Salesforce, Power BI, or similar tools with a focus on clarity, usability, and insight generation; Performing recurring and ad hoc analyses to evaluate installation quality, agent and contractor performance, and operational efficiency; Identifying performance gaps and proactively recommending data-driven solutions to improve quality, cost, and customer experience; Ensuring alignment between data, analysis, and conclusions by challenging inconsistencies and validating findings prior to delivery; Performing data cleaning, validation, and quality checks to ensure integrity and reliability of outputs; Applying structured analytical methods, including: Descriptive and comparative analysis; Segmentation and cohort analysis; Metric design and KPI tracking; Identifying and resolving ambiguity in data definitions, measurement frameworks, and reporting structures while ensuring reproducibility and documentation of analytical processes and outputs; Partnering with cross-functional stakeholders, including Operations, Marketing, and Field Service to translate business questions into analytical frameworks; Presenting findings and recommendations clearly and confidently to stakeholders at multiple levels; Proactively identifying and escalating risks, blockers, inconsistencies, and flawed assumptions using data-driven solutions and recommendations aligned with business objectives; Independently managing multiple workstreams and priorities while maintaining visibility into progress, proactively communicating updates, and adjusting timelines with clear rationale to ensure timely and complete delivery; Ensuring all deliverables meet “ready for review” standards with minimal rework required.

Requirements

• A high school diploma or equivalent is required; a bachelor’s degree in data analytics, statistics, economics, mathematics, or a related field is preferred.
• Minimum of two (2) years of experience in data analysis, business analytics, or similar roles is required.
• Strong analytical thinking and problem-solving skills, with demonstrated ability to interpret data and generate insights.
• Experience working with data tools such as Excel, SQL, Power BI, Tableau, or similar.
• Foundational knowledge of data analysis techniques, including data cleaning, validation, root cause, and exploratory analysis.
• Strong attention to detail and commitment to data accuracy and completeness.
• Ability to operate in ambiguous environments and take initiative to define problems and solutions.
• Excellent communication and presentation skills, including ability to clearly explain data, insights, recommendations, and key project information to all levels of the organization.
• Demonstrated ability to manage multiple priorities, set direction, and solve problems in a fast-paced environment.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Willingness and ability to work flexible hours as needed and travel up to 5%, which may include occasional overnight travel.
• Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack).

Qualifications

• Background in telecommunications, field installations, customer service, or related industries.
• Experience with Salesforce or similar CRM platforms.
• Familiarity with KPI design, performance scorecards, and operational metrics.
• Exposure to statistical analysis, hypothesis testing, or experimental design.
• Experience in quality assurance, operations, or customer experience environments.

Skills

• Data analysis and business analytics.
• Data cleaning, validation, and quality checks.
• Descriptive and comparative analysis.
• Segmentation and cohort analysis.
• Metric design and KPI tracking.
• Statistical analysis, hypothesis testing, or experimental design.
• Quality assurance, operations, or customer experience environments.

Benefits

ClearCaptions offers a comprehensive benefits program, including:

• Health insurance
• Retirement savings plan
• Flexible spending accounts
• Employee assistance programs
• Professional development opportunities
• Work-life balance initiatives

Pay

$67,000 to $84,000/yr determined by competitive market analysis and internal equity considerations.

Schedule

Full-time position with remote work options.