About the role The Quality Analyst will report to and support the quality manager to enhance the quality program at the Firm. They will be responsible for ensuring high quality output of cases and other filings the Firm submits to USCIS. This person’s day to day will include conducting process audits, analyzing existing data set, identifying new or improved data sources for improvement, and supporting the implementation of quality control systems. Schedule: Monday to Friday 9am-6pm EST Payrate: $8 USD/hr What you'll do 1. Build and maintain the quality data landscape map including data sources from client social media, client NPS, government responses (USCIS), and internal quality checkpoints. 2. Evaluate existing data sets including unstructured data to provide insights and recommendations to the quality working group. 3. Partner with the quality leadership to determine potential courses of action to improve quality including training, process design, and system enhancements. 4. Perform root cause analysis on quality issues to determine the true issue that needs to be addressed and partner with operations leaders to drive process or technological improvements to address 5. Partner with operations to maintain and improve quality data collection processes. 6. Engage with the quality leadership team to implement new quality checks. 7. Support the development and revision of standard operating procedures (SOPs), quality control processes, and quality assurance protocols. 8. Collaborate with production, engineering, and supply chain teams to promote a culture of quality and continuous improvement. 9. Build reports and dashboards within a Salesforce based case management software as well as partner with a BI team to create advanced reporting in tools like PowerBI Qualifications Minimum Education and Experience Requirements (Essential Skills, Knowledge & Abilities) Must Haves - 2+ years of experience in data analysis, preferably in a quality role. - Experience building reports and representing data visually in analytics software like Power BI, Tableau, etc. - Strong Microsoft Suite skills, especially Excel. - Excellent written and verbal communication skills. - Proficient in root cause analysis to determine the true reason for quality errors. Nice to Haves - Experience with Salesforce reporting capabilities. - Experience working with customer satisfaction data (CSAT) and feedback analysis. - Experience with Access DB or Excel macros. - Lean/6s Green Belt certification. - Practice in leveraging technology in quality assurance. People Leadership and Management (Only applicable for jobs with direct reports) Executes supervisory responsibilities in accordance with the Firm's policies and applicable laws. Responsibilities include providing guidance, support, and direction to team members; conducting performance evaluations; fostering a collaborative and inclusive work environment; ensuring adherence to Firm policies and procedures; and contributing to team member development and operational goals. Physical Demands & Work Environment The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to primarily sit, stand or walk; handle or feel objects, reach with hands and arms; talk and hear. Specific vision abilities required by the job include close vision, distance vision and ability to focus. The employee must be able to lift up to five (5) pounds, as needed, without assistance. While performing duties of this job, the employee is regularly exposed to an assigned office locations or the employee’s home office. One must have the ability to travel as required by the needs of the Firm.