Responsibilities:

• Analyze multi-source data and trends using critical thinking to drive business outcomes across global programs.
• Identify and address operations quality gaps related to process, product, and behavioral issues, leading analysis and actionable projects across internal operations and product teams.
• Design and deploy analytics dashboards to monitor key business metrics, presenting findings in business forums through presentations.
• Extract data for analysis, apply analytics tools independently, and generate insights.
• Execute or lead quality assessments on Ads products, analyzing assessment scores and trends in Customer Experience and Product failure points.
• Provide guidance and support to vendors to maintain adherence to quality standards and implement trackable coaching mechanisms.
• Gather insights from various channels and consolidate them for actionable insights.
• Translate insights into executable plans and advocate for implementation with key stakeholders.
• Develop and implement comprehensive training programs aligned with organizational objectives, collaborating with subject matter experts to create training content and materials.

Qualifications:

• Minimum of 4+ years' experience in the Quality domain, preferably within a business function or tech customer support vendor program.
• Proficiency in data analytics tools (e.g., Excel) and knowledge of programming (e.g., Python) and visualization tools (e.g., Tableau/Power BI).
• Experience in solving problems using data analytics and providing actionable business insights.
• Ability to communicate effectively about issues with both technical and non-technical audiences.
• Excellent oral and written communication skills.
• Experience in Ad tech/digital technology is a plus.