Note: The job is a remote job and is open to candidates in USA. ClearCaptions, LLC is dedicated to improving the lives of seniors through innovative communication solutions. The Installation Quality Analyst is responsible for managing the analytical lifecycle supporting installation and service operations, ensuring quality assurance, and delivering actionable insights to drive business outcomes.
Responsibilities
- Designs, implements, and continuously refines a quality assurance program that supports installation and service operations
- Develops and maintains performance measurement frameworks, including KPIs, scorecards, and sound evaluation methodologies
- Ensures quality program and reporting infrastructure are grounded in clear definitions, measurable standards, and consistent application
- Owns the full analytical lifecycle from problem definition through insight delivery, including: Data sourcing, validation, and structuring; Exploratory data analysis and trend identification; Root cause analysis and hypothesis testing; Insight generation and recommendation development
- Delivers decision-ready outputs that are: Accurate, validated, and complete; Logically sound and aligned with underlying data; Structured for clear stakeholder interpretation
- Translates data into actionable recommendations with defined business impact, including tradeoffs, risks, and expected outcomes
- Builds and maintains dashboards and reporting in Salesforce, Power BI, or similar tools with a focus on clarity, usability, and insight generation
- Performs recurring and ad hoc analyses to evaluate installation quality, agent and contractor performance, and operational efficiency
- Identifies performance gaps and proactively recommends data-driven solutions to improve quality, cost, and customer experience
- Ensures alignment between data, analysis, and conclusions by challenging inconsistencies and validating findings prior to delivery
- Performs data cleaning, validation, and quality checks to ensure integrity and reliability of outputs
- Applies structured analytical methods, including: Descriptive and comparative analysis; Segmentation and cohort analysis; Metric design and KPI tracking
- Identifies and resolves ambiguity in data definitions, measurement frameworks, and reporting structures while ensuring reproducibility and documentation of analytical processes and outputs
- Partners with cross-functional stakeholders, including Operations, Marketing, and Field Service to translate business questions into analytical frameworks
- Presents findings and recommendations clearly and confidently to stakeholders at multiple levels
- Proactively identifies and escalates risks, blockers, inconsistencies, and flawed assumptions using data-driven solutions and recommendations aligned with business objectives
- Independently manages multiple workstreams and priorities while maintaining visibility into progress, proactively communicating updates, and adjusting timelines with clear rationale to ensure timely and complete delivery
- Ensures all deliverables meet 'ready for review' standards with minimal rework required
- Performs other duties as assigned
Skills
- A high school diploma or equivalent is required; a bachelor's degree in data analytics, statistics, economics, mathematics, or a related field is preferred. Equivalent combinations of education and relevant work experience will be considered
- A minimum of two (2) years of experience in data analysis, business analytics, or similar roles is required
- Strong analytical thinking and problem-solving skills, with demonstrated ability to interpret data and generate insights
- Experience working with data tools such as Excel, SQL, Power BI, Tableau, or similar
- Foundational knowledge of data analysis techniques, including data cleaning, validation, root cause, and exploratory analysis
- Strong attention to detail and commitment to data accuracy and completeness
- Ability to operate in ambiguous environments and take initiative to define problems and solutions
- Excellent communication and presentation skills, including ability to clearly explain data, insights, recommendations, and key project information to all levels of the organization
- Demonstrated ability to manage multiple priorities, set direction, and solve problems in a fast-paced environment
- Ability to guide and support others through collaboration, including assisting teammates and contributing to shared processes, to foster a high-quality, team-oriented environment that drives results
- Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality
- Willingness and ability to work flexible hours as needed and travel up to 5%, which may include occasional overnight travel
- Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack)
- Background in telecommunications, field installations, customer service, or related industries
- Experience with Salesforce or similar CRM platforms
- Familiarity with KPI design, performance scorecards, and operational metrics
- Exposure to statistical analysis, hypothesis testing, or experimental design
- Experience in quality assurance, operations, or customer experience environments
Company Overview
ClearCaptions was founded in 2011 with a driving force to serve the hard-of-hearing community. It was founded in 2011, and is headquartered in Roseville, California, USA, with a workforce of 501-1000 employees. Its website is https://clearcaptions.com/.