Senior Analyst, Quality Operations & Governance

Senior Analyst, Quality Operations & Governance
The Senior Analyst, Quality Operations & Governance serves as the operational backbone of the Product Quality organization, driving execution, consistency, governance, and leadership visibility across quality initiatives. This role is responsible for managing team operations, coordinating work intake and delivery tracking, maintaining reporting and documentation standards, facilitating team processes, and improving organizational effectiveness through operational excellence and continuous improvement.
In addition to supporting the Product Quality organization, this role provides oversight of Home Internet (HSI) customer experience testing performed by partner teams. Working closely with the T-Life organization and other stakeholders, the Senior Analyst ensures testing coverage adequately validates end-to-end customer journeys, identifies quality risks and coverage gaps, and coordinates supplemental testing efforts when additional validation is required.
The ideal candidate combines strong program management, process coordination, communication, and organizational skills with the ability to drive accountability and continuous improvement across a highly collaborative environment. Primary Responsibilities
Program & Work Management

• Coordinate and manage team work intake, prioritization, and tracking across multiple initiatives and projects.
• Maintain JIRA boards, dashboards, backlogs, and workflows to ensure accurate visibility into team commitments and progress.
• Partner with team leads and product managers to identify priorities, dependencies, risks, and resource needs.
• Drive accountability for action items, deliverables, dependencies, and project milestones.

Process Governance & Continuous Improvement

• Develop and maintain standardized operating procedures, templates, reporting structures, and operational practices.
• Identify opportunities to streamline workflows, eliminate inefficiencies, and improve team effectiveness.
• Ensure consistency in documentation, reporting, and operational processes across the Product Quality organization.
• Support implementation of new tools, processes, and best practices.

Reporting & Executive Visibility

• Coordinate the creation and maintenance of dashboards, metrics, scorecards, and status reports that provide visibility into team performance and strategic initiatives.
• Coordinate weekly, monthly, and quarterly quality organization updates for leadership.
• Prepare executive-level presentations and reporting materials for leadership reviews and business updates.
• Provide accurate, timely, and actionable reporting regarding team priorities, accomplishments, risks, and strategic initiatives.

Team Operations & Process Facilitation

• Coordinate cross-functional meetings, planning sessions, retrospectives, and operational reviews.
• Track team commitments, project inventories, action items, and organizational initiatives.
• Support inventory management and tracking of quality assets, environments, tools, and team-owned deliverables.
• Support workload planning, dependency management, and impediment resolution.
• Serve as a central point of coordination for operational activities across the Product Quality organization.
• Promote consistent execution of team processes and operational best practices.

HSI Quality Governance & Coverage Oversight

• Partner with T-Life and other stakeholder teams to maintain visibility into Home Internet (HSI) testing activities, plans, and results.
• Review testing coverage to ensure critical customer journeys, features, integrations, and customer-facing experiences are adequately validated.
• Identify testing gaps, quality risks, and areas requiring additional end-to-end validation.
• Coordinate with Product Quality test teams to execute supplemental testing when coverage gaps or customer experience risks are identified.
• Provide visibility into HSI quality status, testing readiness, and customer experience risks across partner organizations.

Key Success Outcomes
The successful candidate will:

• Establish consistent operational processes and governance across the Product Quality organization.
• Improve visibility into team priorities, deliverables, and performance through effective reporting and tracking.
• Increase team efficiency through process improvements and operational discipline.
• Maintain accurate project inventories, documentation, and organizational reporting.
• Enable Quality leaders to focus on strategy and people leadership by owning day-to-day operational coordination.
• Ensure critical HSI customer journeys are adequately validated through effective testing oversight and cross-team coordination.

Knowledge, Skills, and Abilities

• Program Management & Execution: Ability to organize, coordinate, prioritize, and execute multiple initiatives while managing competing priorities and resolving issues proactively.
• Agile & Scrum Practices: Knowledge of Agile methodologies, backlog management, sprint planning, and process facilitation techniques.
• Process Improvement: Ability to identify inefficiencies, standardize workflows, and implement operational improvements.
• Communication: Ability to communicate clearly and effectively with technical teams, leadership, and cross-functional stakeholders.
• Reporting & Analytics: Ability to develop dashboards, scorecards, presentations, and metrics that provide meaningful insights and support decision-making.
• JIRA & Project Tracking Tools: Strong experience managing work intake, backlogs, workflows, reporting, and metrics within JIRA or similar tools.
• Documentation Management: Ability to create, organize, and maintain high-quality operational documentation, processes, and procedures.
• Collaboration & Influence: Ability to build relationships and drive accountability across teams without direct authority.
• Quality Governance & Coverage Assessment: Ability to evaluate testing strategies, identify coverage gaps, assess customer experience risk, and coordinate cross-functional testing efforts to ensure comprehensive end-to-end validation.
• Working Independently: Ability to operate with minimal supervision while managing multiple ongoing responsibilities.

Required Qualifications

• Bachelor's Degree in Business, Information Systems, Computer Science, Engineering, Project Management, or related field; or equivalent work experience.
• 3-5+ years of experience in Program Management, Project Coordination, Scrum Master, PMO, Operations, Quality Assurance, or related roles.
• Experience coordinating cross-functional initiatives, managing project tracking and reporting, facilitating team processes, and developing operational documentation.
• Experience managing work intake, backlogs, dashboards, and reporting using JIRA or similar project management tools.
• Strong knowledge of Agile methodologies, Scrum practices, and software development lifecycle (SDLC) processes.
• Strong organizational, planning, and communication skills with the ability to manage multiple competing priorities.
• Advanced proficiency with Microsoft Office Suite, including PowerPoint, Excel, and SharePoint.

Preferred Qualifications

• Experience supporting Product Quality, Quality Assurance, Software Testing, or Product Development organizations.
• Experience in telecommunications, broadband, wireless, fiber, Home Internet (HSI), or related technology industries.
• Experience overseeing or coordinating quality initiatives across multiple organizations or partner teams.
• Experience evaluating testing coverage, identifying quality risks, and coordinating supplemental testing activities.
• Familiarity with customer journey validation and end-to-end customer experience quality practices.
• Experience working with Confluence, Smartsheet, Power BI, Tableau, or similar reporting and collaboration tools.
• Experience supporting executive business reviews, operational reviews, and leadership communications.
• Familiarity with T-Life customer experiences, testing processes, and quality practices.
• Experience working in large, matrixed organizations with distributed teams and shared ownership models.