Quality Operations Analyst

The Role

We 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.

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.
• Identify 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.

Requirements

• 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.
• 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.
• Able 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.

Qualifications

• Bachelor’s degree in Business, Communications, Information Systems, Customer Experience, Operations, or related field preferred.

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.