The Role:
We are adding a role to our Operations team to further expand our quality efforts, the Critical to Quality Analyst will have dynamic responsibilities that ensure all aspects of the customer and member experience exceed expectation and quality standards. By focusing on the review and analysis of key functions that directly impact the experience of customers and members you will have a direct impact on enhancing interactions with Carrot. The output of this role will improve processes, minimize errors, enhance efficiency, reduce cost, eliminate waste ultimately improving customer service and risk. You will ensure services provided by Operations teams meet quality standards and customer expectations. You will be responsible for developing and implementing strategies, processes, and tools to monitor and improve the quality of our customer service interactions. You’ll work to make sure that the delivery of quality metrics is timely and reliable, while partnering with leaders to leverage that information to deliver improvement.
- Develop the strategy and roadmap for a robust Critical to Quality program aligned with Carrot’s overall business goals and objectives.
- Design and implement a scalable QA framework that encompasses all aspects of customer service operations, including processes, procedures, and performance metrics.
- Conduct inspections and quality audits on the most critical areas of the work we do for our customers and members to identify issues or inconsistencies in work output or work performance.
- Conduct detailed analysis to identify trends, issues and areas for improvement and enhanced customer experience.
- Ensure that the delivery of quality metrics is timely and reliable, leveraging to provide insights and improve performance.
- Generate and present comprehensive QA reports, metrics, and insights to senior leadership and stakeholders to drive data-informed decision-making.
- Help develop strategies that support improvement and contribute to an overall culture focused on continuous improvement in the work we do for our customers.
- Leverage quality review data points to identify root causes, trends and help quantify the ‘cost’ of errors and quality escapes.
- Educate the team on quality control processes, expectations, measurements and reporting.
- Implement quality reviews for new or improved procedures to measure adoption and effectiveness of the change.
- Collaborate with cross-functional teams (e.g., Customer Success (CS), Customer Management (CM), Member Success (MS), Finance, Growth & Engagement), aligning with leaders and communicating with employees to effectuate policies and procedures that drive consistency and facilitate the achievement of quality standards.
- Support the CS and CM teams to adhere to established policies and procedures and achieve quality KPIs through activities such as office hours, opportunity review exercises, ad-hoc support, etc.
- Continually analyze performance data to identify opportunities to drive efficiency and mitigate quality risks (e.g., implementing technical safeguards, iterating on policies and procedures); partner with your leader on the prioritization of these opportunities based on the impact to company level OKRs
- Proactively seek out and identify key process, procedure or policy details that are critical to CS, CM or MS teams completing high quality work and achieving established KPIs; prioritize those items and develop a mechanism to inspect for completion or quality.
- Establish a mechanism for tracking and reporting on quality metrics and performance; report results of Critical to Quality checkpoints to leaders and suggest solutions to drive improvement
- Understand the specific, measurable performance requirements needed to fulfill the needs of Carrot’s customers and members - measuring the aspects that directly impact customer satisfaction
- Support annual planning conversations to define key metrics and performance goals for each operational area of the business.
- Collaborate with the CS Enablement team to roll out documentation, training and educational content on policies, procedures, and best practices serving the CS and CM teams
- Regularly gather insights and feedback from CS and CM leaders to ensure that the appropriate process items are being monitored and measured.
- Developing, reviewing, and updating quality standards is critical. A QA works to establish clear benchmarks for quality that are aligned with customer expectations and industry norms.
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
- Strong knowledge and understanding of quality assurance principles, methodologies, and best practices
- Attention to detail and high level of thoroughness in work outputs
- Proven experience in developing and implementing quality assurance programs and processes
- Exceptional communication and interpersonal skills to collaborate with cross-functional teams and stakeholders
Preferred Qualifications:
- Knowledge of Six Sigma principles, including certifications
- Problem-solving mentality and a results-driven approach
- Skill in quantitative decision making, ability to drive business/operations metrics, and driving adoption of different tools and resources
- Demonstrated use of critical thinking skills to solve complex problems and develop effective processes
- Ability to handle multiple priorities effectively, analyze problems, recommend appropriate solutions, and assimilate information quickly.
- 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
- Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
Compensation:
Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $70,000-$80,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.
