Root Cause Analyst

Key Responsibilities

• Conduct structured root cause analysis on escalated cases, recurring complaint themes, and high-severity customer contacts across multiple residential solar portfolios.
• Identify systemic drivers behind contact volume, repeat contacts, and unresolved cases using case management data, QA findings, and customer verbatims.
• Distinguish between agent-level performance issues and process or system failures, routing findings to the appropriate owner.
• Build and maintain an RCA log with documented findings, owners, and resolution timelines.
• Analyze reporting from contact center systems and vendor-provided QA information to identify trends, outliers, and emerging issue patterns.
• Develop clear, visual, and actionable reports for the Solutions Manager and CX leadership that translate complex data into plain-language recommendations.
• Track issue recurrence rates to validate whether corrective actions are working and flag when they are not.
• Support the development of KPIs tied to systemic resolution and first-contact resolution improvement.
• Translate findings into documented process gaps, recommended policy changes, or recommended agent guidance updates.
• Partner with the Solutions Manager to ensure identified failure patterns are incorporated into coaching, calibration, and job aid refreshes.
• Contribute to a proactive issue identification program that surfaces problems before they reach regulatory complaints or executive escalations.
• Maintain a structured issue library that enables pattern recognition across portfolios and time periods.

Qualifications

• Experience in root cause analysis, quality assurance, process improvement, or operations analyst role.
• Prior experience in a contact center, customer experience, or customer operations environment.
• Experience working with Salesforce CRM or similar case management systems required.
• Strong proficiency in Excel or Google Sheets for data analysis, trend identification, and reporting.
• Demonstrated ability to turn unstructured case data, call recordings, and customer feedback into clear, structured insights.
• Experience with data visualization tools such as Power BI, Tableau, or similar.
• Comfortable building reports for both frontline managers and senior leadership audiences without being told which format to use.
• Intellectually curious with a genuine drive to understand why problems occur, not just what occurred.
• Writes clearly and precisely for different audiences; this is non-negotiable in a role where findings must land with both operators and executives.
• Manages multiple active investigations simultaneously without losing rigor on any of them.
• Brightly brings difficult findings forward with confidence and without waiting for someone else to notice them first.
• Knowledgeable in MECE principles and their application to structured problem-solving.
• Familiarity with continuous improvement methodologies.

Benefits

Benefits include:

• PPO and HDHP Medical Plans, buy-up plans for both Dental and Vision, ancillaries such as Accident, Critical illness, Hospital indemnity, Employer sponsored Short Term and Long-Term Disability, Voluntary Life, and Legal services along with multiple add-ons.
• Our 401(k) Package includes a Safe Harbor Match of 100% up to the first 4% and 50% on the next 2% with immediate vesting.