Senior Quality Specialist

Job PurposeLead deep-dive data analysis and root-cause analysis for an assigned domain (either Partners/Restaurant or Logistics/Drivers). Size the biggest cost and quality drivers, design and pilot corrective actions, and mentor a Data Analysis Specialist turning operational and service data into prioritized, measurable improvement opportunities that protect and improve the customer experience.Job ResponsibilitiesOwn exploratory data analysis (EDA) and root-cause analysis (RCA) for the assigned domain analyzing operational and service events by service, attribution, reason code, geography and time.Quantify each root cause and score it on impact vs effort; build and maintain the prioritized RCA backlog for the domain.Design corrective actions with predicted impact; run pilots with control groups where possible and measure results against targets and customer-experience metrics (CSAT, retention, loyalty).Identify process anomalies and abuse patterns that drive avoidable cost within the domain, while protecting genuine customers and their experience.Contribute to improvements in automated decision and service logic thresholds and accuracy with Technology and Product, so outcomes are correct by default.Ensure correct data attribution and integrity; maintain domain baselines and dashboards.Mentor and review the work of the Data Analysis Specialist and support the Supervisor on target-setting.Present findings, opportunities and recommendations to the Supervisor and Team Lead, and partner with the Customer Experience team.RequirementsBachelor’s degree in Data Science, Statistics, Engineering, Economics, Business or a related field.3+ years in data or business analytics, delivering insights that drove measurable action.Background in FMCG, food delivery, q-commerce or retail. Domain exposure to restaurant operations OR logistics/last-mile is a strong plus.Solid understanding of customer-experience and satisfaction drivers; comfortable balancing cost-efficiency with CSAT, retention and loyalty.Strong SQL (must-have); advanced Excel/Google Sheets; hands-on with a BI tool; comfortable with large transactional datasets.Structured RCA methods; basics of experiment / A-B and pilot design; Python or R for analysis is a plus.English required