Quality Analyst — Service Quality

Expert Network Operational Excellence owns service quality outcomes across Intuit's Expert Network — the thousands of tax, bookkeeping, and financial experts who serve our customers every day. The organization brings together Continuous Improvement, Business Systems, Automation, and our Quality Management platform into a single team accountable for driving down customer experience defects and building the capabilities to sustain quality at scale.

The Service Quality team sits at the heart of this organization. We are the outcome owners — responsible for identifying defects in the customer experience, quantifying them, prioritizing them against measurable outcomes, and driving the initiatives that eliminate them. We operate through a modern, AI-powered measurement architecture anchored to three customer-facing outcome pillars:

• Resolution:
  
  Are we fully resolving what customers contact us about? Measured by AI-based scoring across every customer contact, from the customer's perspective.
• Interaction quality:
  
  Are we meeting the quality standard in every interaction? AI-scored across ~100% of customer interactions — not a sampled QA program.
• Customer friction:
  
  Are we finding and fixing the friction — repeat contacts, transfers, delays — that accumulates into poor customer experiences?

Every defect this team works earns its place on the roadmap by demonstrating a measurable, quantified connection to one of these outcomes. We prioritize by customer impact — proven with data, not asserted.

The Staff Quality Analyst is a senior individual contributor responsible for the analytical engine of defect reduction across the Expert Network. You own the measurement system that decides what gets fixed: you design defect detection and quantification approaches, build and analyze defect funnels, isolate root causes in large operational datasets, size the customer impact of candidate fixes, and validate — statistically, not anecdotally — that improvement initiatives actually moved resolution, quality, and customer friction outcomes.

This is an analytics role with a quality mission. You will apply descriptive, diagnostic, and causal analysis to one of the richest operational datasets anywhere — AI-scored conversation data covering ~100% of customer interactions — and translate it into a prioritized, defensible improvement roadmap. Structured improvement methods (Lean, Six Sigma, Kaizen, root cause analysis) are tools in your kit for driving the fixes your analysis identifies;

the analysis itself is the craft. You will operate as a single-threaded owner for specific defect domains and hold cross-functional partners — service delivery, training, partner management, product, and platform teams — accountable for their share of the quality outcome using evidence they cannot argue with.

Responsibilities

• Design the measurement approach for assigned defect domains: define the defect, the opportunity base, and the DPMO (Defects Per Million Opportunities) instrumentation so every defect rate ladders directly to a customer outcome metric
• Build and maintain defect funnels — quantifying defect volume, severity, and contribution to outcome degradation — and evolve the defect taxonomy as the operating environment changes (new categories, refined severity weights, expanded coverage)
• Prioritize the defect backlog analytically: rank initiatives by modeled customer impact, and defend the ranking with data when it is contested
• Contribute to the continuous improvement of the quality measurement architecture itself — ensuring we measure the right things, validating that our measures stay true, and pressure-testing quality markers against outcome data