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

What youll do:

• Create & maintain proactive quality reporting, allowing the team to identify & address quality opportunities & positively impact both the product portfolio & the customer experience
• Partner with a quality assurance specialist to identify quality-related trends from returns, FQC failures, & retail tickets; quantify the impact of each trend & prioritize work to resolve or reduce issues
• Provide visibility to optical technical standards data to ensure optician compliance within the Retail & Customer Experience teams; assist in creating KPIs & target thresholds related to quality-driven remakes & returns
• Manage ongoing reporting & 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 & low NPS
• Steer quality auditing by identifying products with quality gaps & calculating the opportunity related to reducing or eliminating those gaps
• Investigate the costs of poor quality & present the potential customer & business impacts of low NPS, returns, remakes, exchanges, breakage, & FQC failures to stakeholders
• Work cross-functionally to establish cohesive end-to-end quality reporting, marrying upstream & 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 & 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 & quality product
• Great at working across teams & managing many priorities at once
• An expert in Google Sheets & Slides (or Excel & PowerPoint)
• Self-motivated with a strong desire to learn & take action
• Highly organized & 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, & dental insurance
• Life & 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!)