Customer Experience Quality Analyst III

ANDERSEN CORPORATION SUMMARY:

At Andersen, we see possibility everywhere, every day and in everything we do. The possibility for our employees to achieve their full potential, for our communities to be stronger and for everyone to have a healthier, happier place to live.

Our portfolio of brands — Andersen Windows & Doors, Renewal by Andersen and Fenetres MQ — is crafted to serve customers across the new residential, home improvement and light commercial building sector.

Join our more than 13,000 employees who are inspired every day to deliver exceptional experiences that turn possibility into reality.

JOB DESCRIPTION:

POSITION SUMMARY:

This position is responsible for leading initiatives to elevate customer experience through advanced quality oversight, analytics, and continuous improvement. The Customer Experience Quality Analyst III serves as a senior subject-matter expert, partnering with leadership across multiple business units to define, influence, and execute quality assurance standards that drive organizational excellence.

This position manages complex, multi-phase projects; leads calibration programs; develops quality frameworks; and identifies emerging trends that impact customer satisfaction and operational effectiveness. The role provides strategic insights and recommendations to senior leadership and plays a critical role in shaping the future direction of customer interaction quality, operational performance, and experience optimization.

POSITION PRIMARY RESPONSIBILITIES:

• Lead quality monitoring and evaluation. Oversee and conduct advanced assessments of customer interactions across all channels. Utilize advanced scorecards, analytics tools, and behavioral insights to evaluate performance and identify systemic trends

• Lead quality programs, coaching frameworks, and feedback strategies. Design, enhance, and oversee coaching and development programs for CX leaders and agents. Provide insights and recommendations to support organizational improvement and customer experience goals.

• Develop and manage analytics and reporting programs. Create and automate high-value dashboards. Present findings to leadership and recommend actionable strategies.

• Lead cross-functional initiatives and quality assurance governance. Serve as a senior representative in cross-departmental efforts. Drive updates to QA methodologies, calibration models, evaluation criteria, and compliance frameworks.

• Facilitate advanced calibration programs. Lead calibration sessions with teams across CX to ensure consistency, fairness, and alignment with quality standards.

• Provide consultation to leadership and senior stakeholders. Advise leaders on quality trends, customer pain points, and performance risks. Recommend strategic solutions to support continuous improvement.

• Serve as a senior advocate for the customer experience. Champion initiatives and maintain strong awareness of industry standards, emerging technologies, and customer expectations.

• Support innovation and process improvement. Identify and lead process improvement opportunities that improve efficiency and customer satisfaction.

DIRECTION OF OTHERS:

• Although this position does not have direct supervisory responsibilities, this position plays a key role in influencing and guiding the performance of customer-facing teams by providing coaching support, performance feedback, and quality insights to front-line agents, managers, and senior leadership.

POSITION MUST HAVE QUALIFICATIONS:

• Bachelor's degree or equivalent experience in quality assurance, customer experience, business, or related field.

• 5+ years of experience in customer experience, quality assurance, business analysis or related field.

• Demonstrated expertise in leading customer experience/QA programs.

• Advanced experience conducting and leading calibration efforts

• Strong analytical and problem-solving skills with the ability to interpret datasets.

POSITION NICE-TO-HAVE QUALIFICATIONS:

• Excellent communication and interpersonal skills capable of influencing stakeholders at all levels.

• Proficiency in customer satisfaction metrics (CSAT, NPS, CES) and quality measurement frameworks.

• Advanced skills in analytics tools, Microsoft Windows and CX/QC platforms.

• Ability to thrive in a fast-paced environment and lead initiatives with minimal supervision.

COMPENSATION:

Pay is based on several factors including but not limited to work experience, education, geographic location, certifications, etc. Your recruiter can share more about the specific compensation package for your preferred role during the hiring process.

PAY RANGE:

$90,039.00 - $139,561.00

CULTURE AND BENEFITS:

At Andersen, we believe our people are at the heart of everything we do. Every day, their talent, dedication and passion enables us to be the most trusted window & door company. To support our employees, we provide a comprehensive Total Rewards Package – a thoughtful combination of pay and benefits that reflects our commitment to investing in each team member’s wellbeing and success. While specific benefits may vary by position or location, we’re proud to offer a comprehensive Total Rewards Package designed to support your well‑being, growth, and future. Our benefits include:

• 401 (k) Plan, Employer Fixed Contributions & Company Matching

• Profit Sharing*

• Medical, Dental and Vision Coverage*

• Flexible Spending Accounts (FSAs)*, Health Savings Account (HSA) and Health Reimbursement Account (HRA)

• Life Insurance

• Paid Time Off & Paid Holidays

• Paid Maternity Leave & Paid Parental Leave*

• Career Growth Planning & Nationwide Career Opportunities

• For employees covered by a collective bargaining agreement, some benefits may differ or may not be available based on the terms of the agreement.

PROFIT SHARING: In 2026 Andersen has set a profit-sharing target of $3,600 per eligible employee, prorated as appropriate. Profit Sharing will be paid out in quarterly installments to provide eligible employees with payments throughout the year, with payment amounts tied to quarterly operating profit performance.

EEOC EMPLOYER: Andersen is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, disability, marital status, national origin, citizenship, genetic information, protected veteran status, or any other characteristic protected by law. Andersen Corporation will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of all applicable federal, state and local laws.

We look forward to seeing how your unique skills, background and experiences will inspire our team and help us continue to be the leader we are today.