Quality Analyst, Success at ServiceTitan
Ready to be a Titan?
What you’ll do:
Study and understand detailed workflows for the function(s) you support
Work with the functional management team to establish quality dashboard/reporting that measure process, solution, product knowledge, industry knowledge and skills
Establish and maintain rubrics for scoring guides that can be used by any scorer
Drive rubrics alignment/calibration across functional area leadership and enablement teams
Conduct ongoing quality evaluations, against established rubrics, that may include manual audits of records/cases and calls to analyze trends for improvement opportunities
Partner with Enablement Managers to define plans for improving functional areas performance
Work with Enablement Managers on new hire onboarding to ensure new hires are meeting a high quality bar before beginning their job duties
Conduct proactive evaluations/analysis that identify areas of improvement or prevent potential issues in current processes
Conduct reactive ad hoc evaluations/analysis on request from other departments
Support other tasks/projects as assigned by leadership
What you’ll need:
Bachelor’s degree required
Entry level experience, specifically in quality and/or process improvement
Knowledge of process improvement disciplines like Lean, Kaizen a plus
Advanced skills in Excel/Google Sheets
Data analytics skills
Self-starter, works independently and maintains positive, enthusiastic attitude
Deep curiosity to understand root cause of issues
Be Human With Us:
Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.
What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:
Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and Founders Club- open to all Titans.
Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 80% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.
At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.