Sr. Analyst, Quality Operations & Governance

Benefits

U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company contribution, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 6 scheduled paid holidays. Additionally, eligible hourly/non-exempt and exempt employees accrue up to 112 hours of PTO based on years of service and may annually take up to 8 hours of paid volunteer time. Additional paid sick leave is also provided if required by state or local law.

Summary of Position:

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.

Essential Functions:

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 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

Competencies:

• Ensures Accountability
• Tech Savvy
• Communicates Effectively
• Values Differences
• Customer Focus
• Resourcefulness
• Drives Results
• Plans and Prioritizes
• Decision Quality
• Self-Development

Work Environment:

This position is based in a professional office setting and regularly utilizes workplace technology, including computers, smartphones, multifunction printers, cloud-based filing systems, and collaboration tools.

Physical Demands:

This role requires physical capabilities that support the successful execution of key responsibilities. The employee regularly engages in verbal and written communication with colleagues and clients to address project-related inquiries and must be able to convey accurate information clearly and efficiently. The position involves remaining seated at a workstation for approximately 75% of the time, with occasional movement throughout the office to access equipment, supplies, and shared resources. Daily tasks include consistent use of computers and standard office technology such as keyboards, printers, and multifunction devices. The role also involves transporting equipment boxes weighing up to 25 pounds within the building and to other offsite locations as needed for project support.

Required Education and Experience:

Bachelor's degree in Business or equivalent work experience

3-5+ years of experience in Program Management, Project Coordination, Scrum Master, PMO, Operations, Quality Assurance, or related roles

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

Experience working in large, matrixed organizations with distributed teams and shared ownership models

AAP/EEO Statement:

3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status or any other category that is protected by applicable law.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.