Senior Staff Service Quality Analyst

Company Overview

Job Overview|Job Description

You own the analytical engine of defect reduction across the Expert Network — and the roadmap it produces. You decide what gets fixed: define and instrument the defects, find root cause in the data, size the customer impact, drive the fix with cross-functional partners, and prove statistically whether resolution, interaction quality, and customer friction actually moved.

This is an analytics role with a quality mission. You'll work one of the richest operational datasets anywhere — AI-scored conversation data across ~100% of interactions — and turn it into a prioritized, defensible improvement roadmap. Lean and Six Sigma are tools in the kit; the analysis is the craft.

You will own a portfolio of defect domains, not a single assignment. You set the prioritization and defend it, instrument domains nobody has measured, hold partners accountable with evidence they can't argue with, and raise the standard around you, mentoring Staff analysts and supporting Mission Team expansion.

Responsibilities

• Design the measurement for your defect portfolio — defect definition, opportunity base, DPMO instrumentation — so every rate ladders to a customer outcome
• Build and maintain defect funnels; evolve the defect taxonomy as the environment changes
• Own the prioritization call across the portfolio: rank by modeled customer impact, defend it with data when contested
• Analyze resolution, quality, sentiment, and friction signals in SQL and Python/R to isolate verified root cause — not plausible narrative
• Validate impact with rigor (pre/post with controls, cohort, causal methods) and say clearly when the needle didn't move
• Run the operating loop end to end: defect detected → root cause verified → initiative launched → outcome validated → loop closed
• Deploy structured improvement methods — RCA, Kaizen, VSM, standard work — as the delivery mechanism for what the analysis prioritized
• Hold dependencies (product, platform, routing, back office) accountable for their share of friction with quantified evidence and structured escalation
• Build dashboards and reporting designed for action; present outcome movement in daily huddles and business reviews
• Land uncomfortable findings with senior stakeholders when the data contradicts the prevailing narrative
• Use LLM assistants and agentic workflows as core analytical tooling; build AI-assisted playbooks the whole team can run
• Mentor Staff-level analysts and support Mission Team expansion with measurement and problem-solving coaching

Qualifications

• 10+ years in operational analytics, quality analytics, or continuous improvement where the deliverable was an outcome, not a report
• Working knowledge of Lean, Six Sigma, and RCA, used to drive fixes from analysis
• Strong SQL and working fluency in Python or R on large operational datasets; solid applied statistics
• Track record turning operational data into prioritized, quantified roadmaps — and validating whether they worked
• Experience owning a portfolio of domains or metrics, including defending prioritization across competing demands
• DPMO or equivalent rate-based measurement frameworks; translating process defects into outcome impact
• Complex, high-stakes service operations — contact center, fintech, financial services, or expert/advisor networks
• Dashboards and analytical products that drive leadership decisions, including with AI-powered tools
• Driving accountability in matrixed organizations without direct authority
• Presenting contested findings to senior stakeholders and holding alignment
• Bachelor's in a quantitative field or equivalent professional experience

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.