Senior Operations Quality Analyst (San Francisco)

About Checkr
Checkr is building the data platform to power safe and fair decisions. Established in 2014, Checkr’s innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr has over 100,000 customers including DoorDash, Coinbase, Lyft, Instacart, and Airtable.
We’re a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on Forbes Cloud 100 2024 List and is a Y Combinator 2024 Breakthrough Company .

About the team/role

The Senior Operations Quality Analyst plays a central role on the Shared Services team at Checkr. This strategic role focuses on pioneering a new era of customer interaction analysis through the power of AI and advanced Large Language Models (LLMs). We’re transforming our traditional quality assurance approach into a sophisticated insights engine. This involves leveraging LLM technology to create a dynamic system for understanding and optimizing the customer experience. Key responsibilities include developing a robust composite quality scoring framework, implementing predictive analytics for real-time customer satisfaction insights, and driving continuous improvements through data-driven feedback loops. This role plays a critical part in ensuring the transparency and integrity of our AI-driven processes while collaborating with various teams to enhance agent performance, streamline workflows, and provide insights on how we listen and learn.

What you’ll do

• Data Analysis and LLM Utilization: Analyze complex data sets, including those from LLMs, to identify trends and opportunities for improvement. Leverage these insights to drive business improvements, foster innovation, and inform strategic decisions that optimize performance.
• Reporting and Communication: Develop and maintain clear, concise reports and dashboards that communicate findings and recommendations to stakeholders, facilitating data-driven decision-making.
• Prompt Engineering: Oversee the configuration and optimization of Large Language Models (LLMs) within our quality assurance tools, focusing on prompt engineering to ensure outputs remain aligned with organizational objectives and prevent drift.
• Collaboration with Cross-Functional Teams: Work closely with the Insights and Analytics, Training, and Quality teams to integrate insights into business processes, aligning with organizational goals and enhancing service quality.
• Continuous Improvement and Innovation: Stay updated on the latest data analysis techniques and tools, particularly in LLMs and NLP, to continuously improve the quality and relevance of insights.

What you bring

• Educational Background: A bachelor's degree in analytics or a business-related field.
• Experience: 3+ years of previous experience in a data analysis or insights role, preferably within a similar industry or environment, to ensure familiarity with relevant data types and business processes.
• Analytical Skills: Strong proficiency in data analysis and statistical methods, with the ability to interpret complex data sets and derive actionable insights.
• Communication Skills: Excellent written and verbal communication skills to effectively present data findings and recommendations to stakeholders at all levels.
• Problem-Solving Abilities: Strong critical thinking and problem-solving skills to identify trends, anticipate challenges, and propose effective solutions.
• Attention to Detail: High level of accuracy and attention to detail in data analysis and reporting.
• Collaboration Skills: Ability to work collaboratively with cross-functional teams, including training, quality, and operations, to integrate insights into business processes.
• Adaptability: Flexibility to adapt to changing business needs and priorities, and to continuously learn and apply new data analysis techniques and tools.

What you’ll get

• A fast-paced and collaborative environment
• Learning and development allowance
• Competitive cash and equity compensation and opportunity for advancement
• 100% medical, dental, and vision coverage
• Up to $25K reimbursement for fertility, adoption, and parental planning services
• Flexible PTO policy
• Monthly wellness stipend, home office stipend

At Checkr, we believe a hybrid work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO, San Francisco, CA, and Santiago, Chile. Individuals are expected to work from the office 2 to 3 days a week. In-office perks are provided, such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages.

One of Checkr’s core values is Transparency. To live by that value, we’ve made the decision to disclose salary ranges in all of our job postings . We use geographic cost of labor as an input to develop ranges for our roles and as such, each location where we hire may have a different range. If this role is remote, we have listed the top to the bottom of the possible range, but we will specify the target range for an exact location when you are selected for a recruiting discussion. For more information on our compensation philosophy, see our website .

Thebase salary range for this role is $78,000 to $98,000 in San Francisco, CA. Equal Employment Opportunities at Checkr

Checkr is committed to building the best product and company, which requires hiring talented and qualified individuals with a diverse set of perspectives and lived experiences. Checkr believes in hiring people of all backgrounds, including those whose histories are impacted by the justice system in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance .