Quality & Insights Analyst
About The Position
The Quality & Insights Analyst evaluates operational performance, customer interactions, and business processes across Direct-to-Consumer Operations to ensure quality standards are met. Through audits, data analysis, and customer feedback, the role identifies trends, uncovers root causes, and provides actionable insights to improve customer experience and operational effectiveness. The role performs quality evaluations across customer channels and operational workflows, applies established evaluation criteria, documents findings, and analyzes audit results and key performance indicators. It also examines customer feedback and satisfaction data, identifies recurring issues and process gaps, supports corrective actions and improvement initiatives, and helps assess the effectiveness and adoption of process, operational, and system changes. The analyst collaborates with internal teams and stakeholders, presents findings and recommendations, supports customer experience issue resolution, and contributes to special projects and strategic initiatives.
Requirements
- High school diploma or equivalent required.
- Strong analytical and problem-solving skills.
- Excellent attention to detail and commitment to accuracy.
- Ability to interpret data and identify meaningful trends.
- Strong written and verbal communication skills.
- Proficiency with Microsoft 365 applications, including Excel.
- Ability to learn new systems, tools, and technologies quickly.
- Strong organizational skills and ability to manage multiple priorities.
Nice To Haves
- 2+ years of experience in quality assurance, customer service, operations, order management, or a related field preferred.
Responsibilities
- Perform quality evaluations across calls, emails, chats, operational workflows, and other business processes.
- Apply established quality standards and evaluation criteria consistently and accurately.
- Document audit findings and provide meaningful feedback to leadership.
- Analyze audit results, performance metrics, and KPIs to identify trends, risks, and opportunities; assist with recurring reporting initiatives.
- Conduct root cause research to identify drivers of customer and operational challenges.
- Analyze customer feedback, CSAT data, audit results, and customer sentiment to identify emerging trends, root causes, and opportunities for improvement.
- Identify recurring issues, process gaps, and operational inefficiencies, and partner with stakeholders on corrective actions.
- Support process improvements, operational enhancements, and system rollouts by participating in implementation, measuring effectiveness, monitoring adoption, and recommending improvements.
- Contribute to self-service initiatives, AI readiness, and operational efficiency by identifying documentation gaps and improvement opportunities.
- Escalate and help resolve customer experience concerns and recurring issues.
- Collaborate with DTC Order Operations, eCommerce, Tools, Customer Experience teams, and other internal stakeholders.
- Present findings, trends, and recommendations to leaders and stakeholders.
- Support special projects and strategic initiatives as assigned.
Benefits
- Generous paid time off.
- Competitive medical, dental, and other wellness programs.
- Company-paid disability and life insurance.
- Retirement plan options.
- Generous employee purchase discounts.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
