Automation Quality Analyst - USDS

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities:
- Analyze user behavior and interaction data to uncover pain points across the entire customer journey, translating insights into actionable opportunities for improvement.
- Establish systematic frameworks to study, identify, and address the gaps for all user scenarios throughout their entire journey.
- Design thoughtful, context-aware automation solutions tailored to various user scenarios, ensuring effective and timely issue resolution.
- Compile, categorize, and present key findings and recommendations to cross-functional stakeholders (strategy, product, algorithms, operations, etc.) to inform and influence automation strategy.
- Proactively follow up with cross-functional teams to ensure the timely resolution of open issues and the successful implementation of automation improvements.

Qualifications

Minimum Qualifications:
- Bachelor's degree or higher.
- 3+ years of experience as a quality analyst.
- Excellent coordination and communication skills across multiple cross-functional teams.
- Ability to use data to generate insights and solve underlying problems, through a scalable approach.
- Able to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.

Preferred Qualifications:
- Experience with automated support and chatbots is a plus.
- Experience in eCommerce marketplaces is a plus.
- Experience in customer service environments is a plus.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $68640 - $151112 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.