Quality Analyst

Job Overview The Quality Analyst is responsible for reviewing ERT Specialist tool-to-vehicle interactions and assessing response accuracy and adherence to standard operating procedures at Waymo. The analyst documents whether interactions follow all SOPs, flags interactions for manager review, identifies trends in low scoring interactions, and provides feedback on policies and areas of improvement. The role requires commitment to safety, professionalism, and personal responsibility. Roles and Responsibilities Evaluate TMs tool-to-vehicle interactions to assess response accuracy Participate in stuck rubric grading alignment sessions to improve rubric dimensions and Fleet Response quality Assist with the compilation and analysis of driverless Self Driving Car interactions Generate simulation scenarios to determine the most effective Fleet Response Specialist action to resolve the scenario Coach agents for performance improvement Report performance for aligned span on a daily/weekly/monthly basis Provide inputs, basis audits, for briefings and training need identification Partner with TLs in leading Team Meetings for metric improvement Participate in strategic projects for the campaign/LoB Identify and elevate potential quality issues per defined process Isolate and report defects; verify defect fixes Suggest process/system improvements based on common customer concerns Accomplish other responsibilities assigned by management Drive quality initiatives, contests and campaigns for the assigned span Be updated on knowledge and serve as SME for the campaign/LoBR Technical Skills & Qualifications Demonstrated expertise in ERT systems with at least 3 months experience in the Fleet Response Specialist role Full understanding of fleet response best practices and escalation policies Excellent verbal and written communication skills Excel at independent and group based tasks and projects Superb Fleet Response Specialist metrics for the past 90 days Must be DO and Stuck Specialist certified Quality Analyst will be on a probationary period for the first 30 days in this role Must consistently meet stuck rubric alignment expectations Able to sit for long periods of time Detail-oriented with an ability to effectively complete work that can be repetitive in nature Meets all Fleet Response Specialist (PHX/DTW) requirements, including drug testing and driving record checks Exceptional Time Management At least 2 years in college (BS or BA preferred) Minimum of 1 year experience as Quality Analyst (preferred) Basic excel/google sheets skills Problem-solving skills Preferably familiar with application of basic quality tools such as cause and effect, histogram, correlation etc. Soft Skills Strong customer centricity Ability to provide constructive feedback in an assertive manner Good written and verbal communication skills Logical thinking Ability to manage conflicts Attention to detail Ability to work with minimal supervision and demonstrate initiative and good judgment Versatility and ability to work on multiple projects Ability to establish and maintain effective working relations with a wide variety of individuals Ability to work with a diverse team Continuous improvement mindset Personality Traits Required Clear thought process Ability to clearly articulate Highly conscientious and diligent Assertiveness Schedule QA Specialists may be required to change their scheduled shift days in order to meet business needs, including but not limited to working night, weekend, or holiday shifts. DEI We believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. We are committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know. #J-18808-Ljbffr