Quality Analyst

Warby Parker is on the lookout for a sharp-as-a-tack Quality Analyst to join our Product Strategy and Operations team. Reporting to the Senior Manager, Optical Services and Quality, you’ll be responsible for the creation and maintenance of robust quality reporting, including internal performance and external partners’ adherence. You will be charged with using data to identify opportunities to improve quality, ensuring a consistent and expectation-exceeding product that delights our customers. You will work cross-functionally to improve cost savings and visibility of data associated with remakes, returns, and damages. Sound right up your alley? Read on!  

What you’ll do:

• Create and maintain proactive quality reporting, allowing the team to identify and address quality opportunities and positively impact both the product portfolio and the customer experience
• Partner with a quality assurance specialist to identify quality-related trends from returns, FQC failures, and retail tickets; quantify the impact of each trend and prioritize work to resolve or reduce issues
• Provide visibility to optical technical standards data to ensure optician compliance within the Retail and Customer Experience teams; assist in creating KPIs and target thresholds related to quality-driven remakes and returns
• Manage ongoing reporting and data analytics, from non-compliance to Rx order integrity; partner with customer-facing teams to find solutions in areas of opportunity related to customer complaints and low NPS
• Steer quality auditing by identifying products with quality gaps and calculating the opportunity related to reducing or eliminating those gaps
• Investigate the costs of poor quality and present the potential customer and business impacts of low NPS, returns, remakes, exchanges, breakage, and FQC failures to stakeholders
• Work cross-functionally to establish cohesive end-to-end quality reporting, marrying upstream and downstream data to provide the business with an actionable, holistic view of our quality metrics
• Help foster a culture of quality assurance across the company, using data to showcase the customer and business benefits of providing high-quality products

Who you are:

• Backed by 1 years of experience performing highly analytical work
• Passionate about delivering an excellent customer experience and quality product
• Great at working across teams and managing many priorities at once
• An expert in Google Sheets and Slides (or Excel and PowerPoint)
• Self-motivated with a strong desire to learn and take action
• Highly organized and data-driven, almost to a fault! 

Extra Credit:

• Experience with Looker or Tableau
• Experience with project management
• Experience within the optical field

Some benefits of working at Warby Parker for full-time employees:

• Health, vision, and dental insurance
• Life and AD&D Insurance
• Flexible vacation policy
• Paid Holidays
• Retirement savings plan with a company match
• Parental leave (non-birthing parents included)
• Short-term disability
• Employee Assistance Program (EAP)
• Bereavement Support
• Education Reimbursement
• Free eyewear
• And more (just ask!)