Job Description

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.
For more information about our services please visit clearcaptions.com.
The kind of people we look for:
• Versatile people who thrive on variety and challenge
• Excited about working in a fast-paced environment.
• Innate problem solvers who want to grow in a flexible, collaborative culture.
• Takes initiative, pushes boundaries, motivated to innovate.
• Individuals with a growth mindset who want to use their learning and relationship-building skills.
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.

The Installation Quality Analyst is responsible for owning the end-to-end analytical lifecycle supporting installation and service operations. This role goes beyond reporting and dashboard creation, requiring independent analytical ownership, including validating data, identifying root causes, and delivering decision-ready insights that drive measurable business outcomes. The Analyst will operate in a fast-paced, evolving environment and is expected to work effectively through ambiguity, proactively identify gaps and risks, and independently drive workstreams to completion with minimal oversight.

What This Role Does:

• Designs, implements, and continuously refines a quality assurance program that supports installation and service operations.
• Develops and maintains performance measurement frameworks, including KPIs, scorecards, and sound evaluation methodologies.
• Ensures quality program and reporting infrastructure are grounded in clear definitions, measurable standards, and consistent application.
• Owns the full analytical lifecycle from problem definition through insight delivery, including:
◦ Data sourcing, validation, and structuring
◦ Exploratory data analysis and trend identification
◦ Root cause analysis and hypothesis testing
◦ Insight generation and recommendation development
• Delivers decision-ready outputs that are:
◦ Accurate, validated, and complete
◦ Logically sound and aligned with underlying data
◦ Structured for clear stakeholder interpretation
• Translates data into actionable recommendations with defined business impact, including tradeoffs, risks, and expected outcomes.
• Builds and maintains dashboards and reporting in Salesforce, Power BI, or similar tools with a focus on clarity, usability, and insight generation.
• Performs recurring and ad hoc analyses to evaluate installation quality, agent and contractor performance, and operational efficiency.
• Identifies performance gaps and proactively recommends data-driven solutions to improve quality, cost, and customer experience.
• Ensures alignment between data, analysis, and conclusions by challenging inconsistencies and validating findings prior to delivery.
• Performs data cleaning, validation, and quality checks to ensure integrity and reliability of outputs.
• Applies structured analytical methods, including:
◦ Descriptive and comparative analysis
◦ Segmentation and cohort analysis
◦ Metric design and KPI tracking
• Identifies and resolves ambiguity in data definitions, measurement frameworks, and reporting structures while ensuring reproducibility and documentation of analytical processes and outputs.
• Partners with cross-functional stakeholders, including Operations, Marketing, and Field Service to translate business questions into analytical frameworks.
• Presents findings and recommendations clearly and confidently to stakeholders at multiple levels.
• Proactively identifies and escalates risks, blockers, inconsistencies, and flawed assumptions using data-driven solutions and recommendations aligned with business objectives.
• Independently manages multiple workstreams and priorities while maintaining visibility into progress, proactively communicating updates, and adjusting timelines with clear rationale to ensure timely and complete delivery.
• Ensures all deliverables meet “ready for review” standards with minimal rework required.
• Performs other duties as assigned.

What You Will Bring:

• A high school diploma or equivalent is required; a bachelor’s degree in data analytics, statistics, economics, mathematics, or a related field is preferred. Equivalent combinations of education and relevant work experience will be considered.
• A minimum of two (2) years of experience in data analysis, business analytics, or similar roles is required.
• Strong analytical thinking and problem-solving skills, with demonstrated ability to interpret data and generate insights.
• Experience working with data tools such as Excel, SQL, Power BI, Tableau, or similar.
• Foundational knowledge of data analysis techniques, including data cleaning, validation, root cause, and exploratory analysis.
• Strong attention to detail and commitment to data accuracy and completeness.
• Ability to operate in ambiguous environments and take initiative to define problems and solutions.
• Excellent communication and presentation skills, including ability to clearly explain data, insights, recommendations, and key project information to all levels of the organization.
• Demonstrated ability to manage multiple priorities, set direction, and solve problems in a fast-paced environment.
• Ability to guide and support others through collaboration, including assisting teammates and contributing to shared processes, to foster a high-quality, team-oriented environment that drives results.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Willingness and ability to work flexible hours as needed and travel up to 5%, which may include occasional overnight travel.
• Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack).
Preferred:
• Background in telecommunications, field installations, customer service, or related industries.
• Experience with Salesforce or similar CRM platforms.
• Familiarity with KPI design, performance scorecards, and operational metrics.
• Exposure to statistical analysis, hypothesis testing, or experimental design.
• Experience in quality assurance, operations, or customer experience environments.

Physical Demands:

In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to qualified individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose an undue hardship. Employees seeking accommodation should contact the People Department to initiate the interactive process.

Employees may experience the following physical demands for extended periods of time:

• Sitting, standing, and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%)

Work Environment:

100% Remote with Travel: Work environment is primarily indoors (home office, customer or vendor sites, or other business meeting venues); travel may involve exposure to varying weather and temperature conditions, as well as driving and traffic hazardous driving and traffic hazards. Travel is required, approximately 5%, and may include overnight and out-of-state trips.

Compensation:
$67,000 to $82,000/yr determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package.

Intrigued to learn more?
When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like.

ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Disclaimer:
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

ClearCaptions does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.

Protecting Your Candidate Experience
At ClearCaptions, your candidate experience matters to us. To ensure transparency and security throughout the hiring process, please keep the following in mind:
• All legitimate ClearCaptions job openings are posted exclusively on this careers page.
• Our recruiters will only contact you from verified @clearcaptions.com email addresses.
• We will never offer a job through LinkedIn messages or any social media platform.
• We will never ask for sensitive personal information (like banking details or Social Security numbers) during early stages of the hiring process.
We encourage all applicants to stay vigilant against online job scams, especially those that misuse company names or logos to appear legitimate. If you receive a message that seems suspicious or doesn’t follow these guidelines, please don’t engage. You’re welcome to verify any opportunity by reaching out to us directly at recruiting@clearcaptions.com.
We’re committed to a hiring process that is respectful, secure, and clear every step of the way.