Related skills
data analytics looker sql python tableau📋 Description
- Operate QA cadences: daily anomaly standups, weekly quality reviews, monthly and quarterly calibrations.
- Manage QA tracker and SLAs; surface adherence, cycle times, and actions to leadership.
- Collaborate with Eng, Product, Data Science, and Ops to own signals and actions.
- Shape QA roadmap with leadership and cross-functional partners for AI auditing.
- Build and maintain QA dashboards; surface KPIs like quality scores and sentiment.
- Write SQL to investigate spikes, root causes, and ad-hoc questions.
🎯 Requirements
- 6–8 years of combined program management and analytical experience in CX/ops.
- Experience in Customer Experience, contact center, QA, or trust and safety.
- Strong SQL proficiency with complex queries and large datasets.
- Experience with analytics visualization tools (Tableau, Looker, Mode).
- Understanding of A/B testing and statistical analysis.
- Proven ability to run cross-functional programs with named owners and SLAs.
🎁 Benefits
- Flexible remote work policy (Flex First).
- New hire equity grant and annual refresh grants.
- Canada remote eligibility in Ontario, Alberta, BC, and Nova Scotia.
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