Staff Business Data Analyst - Quality Management System

What you'll do

• Design defect measurement systems and funnels, prioritize improvement initiatives, and maintain quality metrics.
• Analyze operational data, validate outcomes statistically, and work with teams on AI-based quality measurement and human review.
• Drive defect-reduction initiatives, build dashboards, and communicate findings and progress to stakeholders.

What they ask for

• Strong SQL skills and working fluency in Python or R, with applied statistics.
• Experience translating operational data into prioritized improvement roadmaps and validating results; experience with defect- or rate-based measurement such as DPMO or equivalent.
• Experience or strong working familiarity with contact center operations, including scaled service operations and BPO or vendor delivery models.
• Bachelor’s degree in a quantitative field or equivalent professional experience in operational analytics.

Nice to have

• Experience with causal inference or experimentation, or AI-based conversation quality measurement.
• Experience with human-in-the-loop evaluation, responsible AI, or structured change management.

Pay

USD 151,000 - 204,000 base salary (San Diego); USD 169,500- 229,000 base salary (Mountain View, CA)

Tools

SQL, Python, R, LLM-based assistants

AI focus

Use AI tools and agentic workflows to accelerate defect analysis and prioritization; evaluate AI-based quality measures against human-labeled ground truth; operate human-review processes; and ensure scoring is explainable, monitored for bias and drift, and subject to human oversight.