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data analysis vendor management dashboards calibration sops📋 Description
- Design and own the QA program for your area (sampling, coverage, audits).
- Build feedback loops from audits, transcripts, and automation outputs to identify issues.
- Translate QA signals into data-backed narratives to influence prioritization.
- Develop dashboards and reports to track quality exposure, calibration, trends, and remediation.
- Lead calibration and scoring integrity across vendor and internal auditors.
- Create and maintain SOPs, scorecards, and playbooks with version control.
🎯 Requirements
- Program design expertise: scalable QA frameworks, audits, and calibration.
- Strong analytical fluency: explore data, write queries, build dashboards.
- Systems thinking: connect signals across processes, tools, vendors.
- Audit and calibration depth: scorecards, calibration programs, scoring integrity.
- Influence without authority: move stakeholders to fix issues.
- Strategic communication: articulate findings to peers and stakeholders.
- Operational depth: servicing ops, vendor QA models, compliance.
- Customer-centric lens: improve CSAT and reduce recontacts.
🎁 Benefits
- Remote-first company; majority of roles remote.
- Health care coverage for you and dependents.
- Flexible Spending Wallets for tech, food, lifestyle needs.
- Time off - vacation and holidays to rest and recharge.
- ESPP - Employee stock purchase plan.
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