Quality Insights Analyst - Service Optimization

At Hopper, customer obsession is at the forefront of our operating philosophy and practices. As a result, we’re constantly in a cycle of learning and continuous improvement. Within the customer service organization, we believe the quality insights program to be a critical component to that end.

To help propel our quality assurance program to the next level, we’re looking to bring on a high performing, Hopper subject matter expert who excels with communication, coordination, stakeholder management, and is highly skilled in working with data. This Analyst will run day to day QA operations for our App sales channel and HTS partners; collaborating closely with our OSP quality teams.

Our current QA program consists of two core functions, COPC based audits, and DSAT scrubbing. This analyst will help further develop and deliver on a third core function, QA analysis. Working closely with Hopper service delivery and OSP quality teams we need to better convert QA signals and data into business intelligence that informs CS roadmaps and alerts the organization to performance opportunities such as product/service issues and app errors.

Ensure OSP understanding and alignment of Hopper QI evaluation criteria. Engage with OSPs to calibrate on and enforce QA standards Champion continuous improvement and provide feedback at all levels to improve customer experience. Through analysis identify program, product, and process improvement opportunities. Monitor day to day operations for the quality assurance program, aligning it with COPC standards (rubrics, scorecards, calibrations, audits, sample sizes, etc.). Maintain a rigorous DSAT scrubbing protocol for all DSATs to identify, triage, and action performance and quality gaps. Provide regular program insights (BI) that either informs and/or alerts the organization to performance opportunities such as product/service issues and app errors. QA is more than a metric. Liaise, serve as a point of contact and escalation, and indirectly lead OSP quality assurance personnel to drive consistency and desired program outcomes. Inform on and drive program vision and be responsible for program outputs/NSOs.

2+ year relevant experience. Proficient in working with data, trend and root cause analysis. Excellent communication, critical thinking and problem-solving abilities.