At Asurion, we don't just redefinewe reinvent. We began by establishing a culture that rewards results and isn't confined by hierarchy. As a result, we have achieved phenomenal growth. Today, this entrepreneurial spirit is as strong as ever. It's in our DNA. We foster a culture where our team members are encouraged daily to make a differencefor our clients, customers, and themselves. Our dynamic and rewarding environment ensures that every team member can reach their full potential. This role supports data-driven decision-making by transforming quality data into insights that inform strategy, risk mitigation, and continuous improvement.
PURPOSE AND DESCRIPTION:
The Quality Analyst is responsible for analyzing quality data to identify trends, insights, and opportunities for improvement across customer experience, compliance, and performance. This role ensures the integrity of quality reporting and supports AI-enabled quality initiatives by validating outputs, monitoring anomalies, and translating results into actionable insights for leadership and operational partners.
JOB RESPONSIBILITIES:
- Analyze quality evaluation data (manual and AI-generated) to identify trends, patterns, risks, and improvement opportunities.
- Validate data accuracy and integrity across quality reporting platforms and dashboards.
- Monitor AI-driven quality outputs and escalate anomalies or inconsistencies.
- Build and maintain quality reports, scorecards, and dashboards for leadership visibility.
- Prepare summaries, presentations, and insights to support operational and strategic decision-making.
- Support calibration analysis and scoring consistency reviews across quality teams.
- Partner with Strategy, Governance, and Operations teams to align insights with business objectives.
- Provide ad-hoc analysis to support initiatives related to experience, compliance, and revenue outcomes.
- Assist with documentation and refinement of quality measurement methodologies.
QUALIFICATIONS:
- Bachelor's degree or equivalent work experience required.
- 3+ years of experience in quality analytics, data analysis, reporting, or a related role.
- Strong analytical and problem-solving skills with ability to interpret complex data sets.
- Experience using reporting and visualization tools such as Excel, PowerPoint, Power BI, or similar platforms.
- Ability to communicate insights clearly to both technical and non-technical audiences.
PREFERRED SKILLS:
- Experience working with AI-driven analytics or automated quality tools.
- Familiarity with SQL or data querying tools.
- Strong presentation and storytelling skills using data.
- Ability to manage multiple priorities in a fast-paced environment.
- Intellectual curiosity and continuous improvement mindset.
