Staff Quality Analyst — Service Quality

What you'll do

• Design defect measurement frameworks and funnels, quantify customer impact, and prioritize improvement work.
• Analyze operational data, identify root causes, and statistically validate whether initiatives improve outcomes.
• Drive fixes with cross-functional partners; build dashboards and communicate findings to leadership.

What they ask for

• SQL proficiency and working fluency in Python or R, with applied statistics skills.
• Experience turning operational data into quantified improvement roadmaps and validating results; experience with defect- or rate-based measurement frameworks such as DPMO or equivalent.
• Experience in complex, high-stakes service operations and building dashboards or analytical products that inform leadership decisions.
• Working knowledge of structured improvement methods and experience driving accountability in matrixed organizations; bachelor’s degree in a quantitative field or equivalent professional experience in operational analytics.

Nice to have

• Lean Six Sigma certification; causal inference or experimentation experience.
• Experience with conversation intelligence or AI-based quality measurement systems.

Pay

San Diego $151,000 - $204,000 (base salary)

Tools

SQL, Python, R, LLM-based assistants, agentic workflows, A/B testing, difference-in-differences

AI focus

Use LLM-based assistants and agentic workflows to accelerate defect detection, root-cause analysis, prioritization, and reporting; evaluate AI-native quality measurement and validate AI-scored metrics against human-labeled ground truth.