Quality Assurance Analyst

The Role: 

We are adding a role to our Operations team to further expand our quality efforts. The Quality Assurance Analyst will have dynamic responsibilities that will improve processes, minimize errors, and enhance efficiency, ultimately improving customer service and risk.

• We are looking for a detail-oriented individual with strong analytical skills who can work with cross-functional teams, including commercial, finance, and enablement to drive meaningful change
• Own and maintain the Quality program with the core responsibility of ensuring data is consistent across various data sources (Salesforce, Tableau, Ironclad). Must be comfortable handling large amounts of data and be proficient in Google Sheets or Excel
• Proactively identify areas of opportunity to drive efficiency and improve quality standards by collaborating with cross-functional stakeholders to implement system automations 
• Generate and present timely QA reports, metrics, and insights to senior leadership and stakeholders to drive data-informed decision-making
• Contribute to the strategy and roadmap for a robust Quality program aligned with Carrot’s overall business goals and objectives
• Help develop strategies that support improvement and contribute to an overall culture focused on continuous improvement in the work we do for our customers
• Collaborate with cross-functional teams (e.g., Commercial, Enablement, Finance), aligning with leaders and communicating with employees to effectuate policies and procedures that drive consistency and facilitate the achievement of quality standards
• Support and educate the Commercial team to adhere to established policies and procedures and achieve quality KPIs through activities such as office hours, opportunity review exercises, ad-hoc support, etc
• Collaborate with the Enablement team to roll out documentation, training and educational content on policies, procedures, and best practices serving the Commercial team
• Regularly gather insights and feedback from Commercial leaders to ensure that the appropriate process items are being monitored and measured

The Team: 

The mission of the Carrot Operations team is to drive efficiency and position our customer-facing, member-facing, and broader operational teams across Carrot to provide best-in-class service to their constituents.  We support these teams to achieve established team-level KPIs, by:

• Managing the critical systems and tools our colleagues rely on to excel at their jobs - from procurement, business relationship management, setup, ongoing configuration and maintenance
• Providing governance and centralized management of key business functions to drive consistency and quality across the organization
• Driving cross-functional communication and collaboration - within and outside of the Operations department - to support business-critical processes and tools
• Proactively seeking out, defining, prioritizing, and executing on key initiatives that drive operational efficiency across all operational teams, and enabling the organization as a whole to scale in a fiscally responsible fashion.
• Bringing operational insights to life - defining, measuring, and reporting on department and team-level KPIs and performance goals

Minimum Qualifications: 

• 3+ years of experience leading quality initiatives and performing in a quality role
• Proficiency in CRM (ie Salesforce), CLM (ie Ironclad), and Google Sheets / Excel
• Attention to detail and a high level of thoroughness in work outputs
• Exceptional communication and interpersonal skills to collaborate with cross-functional teams and stakeholders
• Ability to manage multiple priorities, work independently, and thrive in a fast-paced environment

Preferred Qualifications:

• Knowledge of Six Sigma principles, including certifications
• Problem-solving mentality and a results-driven approach
• Demonstrated use of critical thinking skills to solve complex problems and develop effective processes
• Excellent analytical and problem-solving skills to identify trends, patterns, and areas for improvement
• Ability to drive change and continuous improvement initiatives to enhance the overall quality of customer operations
• Experience in conducting root cause analysis and implementing corrective actions to address quality issues