Business Analysis Manager | Quality Assurance

T-Mobile USA, Inc

Bellevue, WA

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JOB DETAILS

JOB TYPE

Full-time, Employee

SKILLS

Analysis Skills, Artificial Intelligence (AI), Audit Metrics, Business Analysis, Channel Sales, Coaching, Communication Skills, Competitive Analysis/Strategy, Competitive Research, Cross-Functional, Customer Support/Service, Data Analysis, Data Quality, Data Science, Data Sets, Data Visualization, Field Sales, Functional Analysis, Identify Issues, Metrics, Operational Audit, Performance Analysis, Performance Metrics, Power BI, Problem Solving Skills, Process Improvement, Programming Languages, Python Programming/Scripting Language, Quality Assurance, Quality Assurance Methodology, Quality Management, Quality Metrics, Quality Monitoring, Quantitative Analysis, Quantitative Research, Reconciliation, Reporting Dashboards, Retail, Reverse Engineering, Risk Analysis, Risk Management, Root Cause Analysis, SQL (Structured Query Language), Sales Analysis, Sales Operations, Scalable System Development, Scorecarding, Stock Purchase Plans, Structured Data, Tableau, Team Player, Telecommunications, Time Tracking, Traceability, Trend Analysis, Willing to Travel, Workflow Analysis

LOCATION

Bellevue, WA

POSTED

30+ days ago

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees!

Job Overview

Join T-Mobile's Consumer Quality Assurance team and play a key role in strengthening how we measure, monitor, and improve quality, data integrity, and operational performance across the Consumer organization.

As the Business Analysis Manager, Quality Assurance, you will focus on hands-on data analysis, quality validation, and operational reporting, ensuring accuracy and consistency across Retail, Care, and Express channels. This role is ideal for someone who enjoys working directly with data, identifying root causes, and building scalable reporting solutions that drive accountability and performance.

You will partner closely with Field Sales, Operations, Commissions, Fraud, and Data Enablement teams to analyze raw data, validate metrics, and build clear, reliable reporting views that support day-to-day business decisions and long-term quality improvements.

Job Responsibilities:

Perform hands-on data analysis to identify trends, validate data accuracy, and uncover root causes of performance or quality issues across Retail, Care, and Express.

Work directly with raw and structured data to troubleshoot discrepancies, reconcile metrics, and ensure consistency across reporting sources.

Develop and maintain quality dashboards, scorecards, and operational reports using tools like Power BI and Excel to track performance over time.

Build and enhance data validation and QA processes, ensuring metrics are audit-ready, consistent, and aligned across systems.

Partner with cross-functional teams (Field Sales, Operations, Commissions, Fraud, Data Enablement) to investigate data issues, clarify definitions, and resolve discrepancies.

Translate complex datasets into clear, actionable reporting views that enable stakeholders to monitor performance and make informed decisions.

Support quality management processes (QMS), audit cycles, and compliance reporting, ensuring data accuracy and traceability.

Leverage tools such as SQL, Excel, Power BI, and AI-enabled solutions to analyze, automate, and streamline reporting workflows.

Continuously monitor key metrics and performance indicators to identify gaps, improve processes, and reduce risk exposure.

What You'll Bring

Bachelor's degree in Data Analysis, Risk Management, Data Science, or a related quantitative field (Required).

4-7 years of experience solving analytical problems using quantitative approaches (Required).

4-7 years of experience reporting and analyzing performance and data visualization (Tableau, Power BI, etc.) (Required).

4-7 years of experience in advanced analytics and risk analysis (SQL, quantitative analysis, research, or competitive analysis) (Required).

Experience with analytics tools or programming languages (e.g., SQL, Python) and familiarity with AI-enabled data analysis (Preferred).

Demonstrated ability to build and deliver executive-level narratives and presentations using structured communication frameworks (Required).

Experience in telecommunications, risk management, or cross-functional quality analytics (Preferred).

Preferred Qualifications

Advanced Excel skills, including data manipulation, troubleshooting, and reverse engineering data issues.
Strong experience with SQL for data extraction, validation, reconciliation, and root cause analysis.
Experience building and maintaining Power BI dashboards and operational reporting views.
Experience working with quality assurance processes, QMS frameworks, audit cycles, or compliance reporting.
Ability to work with raw datasets, identify inconsistencies, and ensure metric alignment across multiple data sources.
Experience analyzing sales channel or operational data, tracking performance over time, and translating it into clear reporting.
Experience in telecommunications, operations analytics, or quality-focused environments.
Familiarity with AI-enabled tools (e.g., ChatGPT) to support analysis and reporting workflows

Knowledge, Skills and Abilities:

Data Analysis & Validation: Strong ability to work hands-on with data, identify discrepancies, and ensure data integrity.
Quality Assurance Mindset: Understanding of quality metrics, QA processes, and audit-ready reporting.
Data Visualization & Reporting: Skilled in building dashboards and reports that clearly communicate performance trends.
Technical Problem Solving: Ability to troubleshoot data issues, reverse engineer problems, and identify root causes.
Cross-Functional Collaboration: Ability to work across teams to resolve data inconsistencies and align on metric definitions.
Operational Focus: Strong orientation toward improving processes, efficiency, and reporting accuracy.
Communication: Ability to translate data into clear, concise insights for both technical and non-technical audiences.

Licenses and Certifications:

Other Business Certification (Preferred)
Business, Analytics, or Risk Management Certification (Preferred)

At least 18 years of age
Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): No

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Base Pay Range: $77,900 - $140,500

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here.

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.

EOE Statement

We Take Equal Opportunity Seriously - By Choice

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.

About the Company

T-Mobile USA, Inc

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