Quality Operations Analyst
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About the role
We are seeking a highly analytical and customer-focused Operations Quality Analyst to join the Employee & Experience Enablement (E3) organization. This role will be responsible for monitoring and improving the quality of customer interactions, case management execution, and operational adherence across Support organizations. The ideal candidate brings experience in contact center environments, quality monitoring programs, customer support operations, and AI-enabled quality solutions. This individual will play a critical role in identifying customer experience gaps, surfacing operational risks, and driving continuous improvement across Pods, Product, Engineering, and Delivery teams. As part of the E3 operating model, this role supports the broader Customer Experience ecosystem by helping ensure consistent execution, improved customer outcomes, and reduced escalation noise through structured quality oversight and actionable insights. This position will partner closely with Operations Support, Incident Management, Workforce Management, Training & Readiness, Product, Engineering, and leadership teams to improve operational effectiveness and customer experience outcomes.