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About the Role

Q2 is seeking a highly analytical and customer-focused Operations Quality Analyst to join the Employee & Experience Enablement (E3) organization. This role will monitor and improve the quality of customer interactions, case management execution, and operational adherence across Support organizations, playing a critical role in identifying customer experience gaps and driving continuous improvement.

Responsibilities

• Monitor customer interactions across calls, tickets, escalations, and case management workflows to ensure adherence to quality standards and operational expectations.
• Conduct structured quality reviews using contact center technologies and quality management platforms.
• Identify trends related to communication quality, case handling accuracy, follow-up adherence, escalation management, and customer experience gaps.
• Leverage AI-enabled tools and insights to identify operational patterns, automate quality detection opportunities, improve workflow efficiency, and support proactive issue identification.
• Partner with Training & Readiness teams to identify coaching opportunities and align quality findings with onboarding, continuous education, and workforce readiness initiatives.
• Collaborate with Operations Support and leadership teams to drive operational follow-through, improve case management execution, and reduce recurring escalation patterns.
• Support the development and implementation of scalable QA programs, including scorecards, calibration processes, quality standards, and reporting frameworks.
• Assist in identifying systemic operational risks and contribute to continuous improvement efforts across Support, Product, Engineering, and Delivery organizations.
• Prepare quality insights, trends, and operational reports for leadership to improve visibility, accountability, and customer outcomes.
• Promote a culture of operational excellence, accountability, customer focus, and continuous improvement.

Requirements

• Typically requires a Bachelor’s degree in (relevant degree) and a minimum of 5 years of related experience; or an advanced degree with 3+ years of experience; or equivalent related work experience.
• 5+ years of experience in Quality Assurance, Contact Center Operations, Customer Support, Customer Experience, or related operational environments.
• Experience working in contact center environments with knowledge of call monitoring, case reviews, quality management programs, and customer interaction best practices.
• Experience utilizing quality management and contact center platforms such as NICE, Five9, Genesys, Zendesk, Salesforce, ServiceNow, Jira, or equivalent technologies.
• Experience leveraging AI-enabled solutions, automation tools, or analytics platforms to improve operational quality, customer insights, or workflow efficiency.
• Strong analytical and problem-solving skills with the ability to identify operational trends, customer risks, and improvement opportunities.
• Experience working cross-functionally with Support, Product, Engineering, Delivery, Workforce Management, or Training organizations.
• Strong written and verbal communication skills with the ability to communicate findings, trends, and recommendations clearly to leadership and operational teams.
• Experience developing or supporting quality scorecards, calibration programs, coaching frameworks, and operational reporting.
• Ability to work in a fast-paced environment, manage multiple priorities, and support evolving operational initiatives.
• Strong attention to detail with a customer-first mindset and commitment to operational excellence.
• Bachelor’s degree in Business, Communications, Information Systems, Customer Experience, Operations, or related field preferred.
• Experience supporting enterprise SaaS, FinTech, technical support, or customer operations organizations.
• Experience working within globally distributed support or POD-based operational models.
• Knowledge of AI-assisted quality monitoring, conversational analytics, sentiment analysis, or workflow automation tools.
• Experience supporting escalation management, customer health initiatives, or operational risk programs.
• Familiarity with Power BI, Tableau, SQL, or data visualization/reporting platforms.
• Experience participating in operational readiness, continuous improvement, or customer experience transformation initiatives.
• Exposure to Workforce Management (WFM), SLA management, or incident management processes.
• Fluent written and oral communication in English.
• Applicants must be authorized to work for any employer in the U.S.
• We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Skills

• Quality Assurance
• Contact Center Operations
• Customer Support
• Customer Experience
• AI-enabled quality solutions
• NICE
• Five9
• Genesys
• Zendesk
• Salesforce
• ServiceNow
• Jira
• AI-enabled solutions
• Automation tools
• Analytics platforms
• Analytical skills
• Problem-solving skills
• Cross-functional collaboration
• Written communication
• Verbal communication
• Quality scorecards
• Calibration programs
• Coaching frameworks
• Operational reporting
• Power BI
• Tableau
• SQL
• Data visualization
• Reporting platforms
• Workforce Management (WFM)
• SLA management
• Incident management

Location

• Austin

Work Type

• Hybrid

Experience Level

• 5+ years of related experience
• 3+ years of experience with an advanced degree
• 5+ years of experience in Quality Assurance, Contact Center Operations, Customer Support, Customer Experience, or related operational environments

Education Level

• Bachelor’s degree in Business, Communications, Information Systems, Customer Experience, Operations, or related field preferred

Benefits

• Health & Wellness
• Hybrid Work Opportunities
• Flexible Time Off
• Career Development & Mentoring Programs
• Competitive health insurance offerings
• Generous paid parental leave for eligible new parents
• Community Volunteering & Company Philanthropy Programs
• Employee Peer Recognition Programs – “You Earned it”
• Resources for physical, mental, and professional well-being

About the Company

• Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally.
• Our mission is simple: build strong and diverse communities through innovative financial technology—and we do that by empowering our people to help create success for our customers.
• We celebrate our employees in many ways, including our “Circle of Awesomeness” award ceremony and day of employee celebration among others!
• We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships.
• We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.
• In 2004, Q2 founder Hank Seale set out to build a different kind of company.
• Our mission, to build strong and diverse communities by strengthening their financial institutions, is at the heart of everything we do.
• Our vision is to create meaningful financial experiences throughout the financial journey so our customers can focus on building lasting relationships with their account holders.
• To get there, we combine the must-haves of digital banking – feature functionality, operational excellence and integrations – with the next-generation of technology principles: data-driven insights, open technology and design thinking.
• We call this philosophy FinX, and it spans everything we do, from product development and platform architecture to how we hire.
• Providing superior software and service starts with our purpose-built culture, defined by our Ten Guiding Principles.
• These principles were established by Hank Seale, our founder, and have served as a constant reminder of how Q2 employees should conduct themselves with peers, customers, and partners for 15 years.
• Building something different and special takes the right kind of people, and we hope you’ll join our team.

Equal Opportunity

• We are an Equal Opportunity Employer.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.
• Applicants in California or Washington State may not be exempt from federal and state overtime requirements