Analyst, Quality & Inisghts

Quality & Insights Analyst JOB CODE PHL5502 JOB PROFILE NAME (Title) Quality & Insights Analyst MANAGEMENT LEVEL 9 Staff DISCIPLINE REPORTS TO FSLA CLASSIFICATION The Quality & Insights Analyst supports data-driven decision making by assessing process quality, analyzing operational and customer data, and translating findings into actionable insights. The role designs and executes quality reviews, builds reporting that highlights trends, and partners with stakeholders to recommend improvements that enhance efficiency, compliance, and customer experience. Success requires strong analytical skills, thoughtful documentation, and clear communication of results. The analyst maintains accuracy standards, validates data, and helps implement corrective actions that drive measurable performance gains across assigned programs or functions. Position Overview Quality & Insights Analyst JOB CODE PHL5502 JOB PROFILE NAME (Title) Quality & Insights Analyst MANAGEMENT LEVEL 9 Staff DISCIPLINE REPORTS TO FSLA CLASSIFICATION The Quality & Insights Analyst supports data-driven decision making by assessing process quality, analyzing operational and customer data, and translating findings into actionable insights. The role designs and executes quality reviews, builds reporting that highlights trends, and partners with stakeholders to recommend improvements that enhance efficiency, compliance, and customer experience. Success requires strong analytical skills, thoughtful documentation, and clear communication of results. The analyst maintains accuracy standards, validates data, and helps implement corrective actions that drive measurable performance gains across assigned programs or functions.

Essential Job Skills/Duties • Design and execute quality review programs. • Analyze datasets to identify trends and defects. • Develop dashboards and recurring performance reports. • Document findings and recommend improvements. • Partner with teams to implement corrective actions. • Track outcomes and validate improvement impact.

Required Technical Skills • Proficiency with Excel, including pivot tables. • Experience with SQL for querying datasets. • Build reports in BI tools. • Define and calculate quality metrics. • Data validation and cleansing techniques. • Basic statistical analysis and visualization.

Required Soft/Leadership Skills • Clear, concise written communication. • Present complex data simply. • Stakeholder collaboration and follow-through. • Attention to detail and accuracy. • Time management and prioritization.

Required Education & Experience • Bachelor's degree in analytics or related field. • Experience in quality or data analysis. • Building dashboards and operational reports. • Cross-functional collaboration experience.

Preferred Education & Experience • Experience in customer experience analytics. • Process improvement or QA program exposure. • Experience with contact center analytics.

Supervisory Responsibilities • No direct reports; influences without authority. • May mentor peers on analysis methods. TRAVEL REQUIREMENTS (bulleted) • Travels: Occasional travel for meetings or trainings. • % of Time: Up to 10%. • Overnight Travel: Infrequent, as business needs dictate. PHYSICAL DEMANDS & WORKING CONDITIONS (bulleted) • Stationary Position: Frequently • Vision: 20/20 corrected vision • Hearing: Receive detailed information if spoken to