Sr Quality Assurance Analyst

Innovate with purpose

At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters.

Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or working remotely, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.

At BILL, we listen, learn, and lead—fostering collaboration and a drive for continuous growth. We’re committed to building a diverse and inclusive workplace that values each person’s unique skills and experiences. Even if you don’t meet every requirement, we’d love to hear from you—you might be just what we’re looking for, whether in this role or another.

✨ Let’s give businesses more time for what matters.

Make your impact within a rapidly growing Fintech Company

We are looking for a talented, enthusiastic, and dedicated individual who is passionate about quality and eager to make a meaningful impact on the customer experience. As a Senior Quality Assurance Analyst, you’ll play a critical role in ensuring that our Customer Experience Operations team (CXO) delivers exceptional service.

The Quality team is currently undergoing rapid growth and transformation as we expand our scope, refine our existing programs, and scale new initiatives. We're looking for someone who thrives in fast-paced, ambiguous environments, can pivot quickly as priorities shift, and is excited by the opportunity to help shape what Quality looks like at scale.

In this role, you'll be responsible for auditing customer interactions across multiple channels, identifying trends and insights through data analysis, and using that information to influence decisions and drive measurable improvements. You'll use tools like Excel, Google Sheets, and SQL to surface patterns, and you’ll bring those insights to life through compelling storytelling and presentations to CXO leadership and cross-functional partners. You’ll also provide structured feedback to frontline teams and collaborate closely with operations and training leaders to improve performance and the overall customer journey.

Key job functions:

• Audits customer interactions across CXO to evaluate quality, policy adherence, and customer experience
• Provides actionable, structured feedback to advocates and frontline teams via internal Quality Management System
• Collaborates with CXO Leadership to identify coaching opportunities and close training or performance gaps
• Analyzes audit and support performance data to identify patterns, root causes, and improvement opportunities across lines of business
• Creates and maintains dashboards and reports using advanced Excel, Google Sheets, and SQL (as applicable) to provide visibility into quality trends and performance insights.
• Synthesizes audit findings and performance data into compelling, actionable insights for leadership and cross-functional stakeholders
• Presents data narratives to CXO leadership and partner teams to influence QA strategy and drive operational change
• Contributes to the design and optimization of QA scorecards, metrics, and performance frameworks aligned to business goals
• Supports the implementation and enhancement of AI-enabled QA tools, focusing on measurement and adoption
• Prepares internal and external quality audit reports for team and leadership review
• Participates in regular calibration sessions with the Quality team and operational leaders to maintain consistency and shared standards
• Helps drive the Quality Assurance team’s success by contributing to team must–deliver goals
• Mentors and coaches fellow Quality Assurance team members to support ongoing development and promote a culture of continuous improvement

We’d love to chat if you have:

Required Qualifications:

• Bachelor’s Degree or equivalent experience
• 3+ years of experience in a Quality Assurance or Quality Analyst role in a high-volume contact center
• Proven ability to conduct detailed quality audits across multiple channels (chat, email, voice) and back office teams
• Strong analytical skills with experience identifying trends and recommending improvements based on performance data
• Advanced proficiency in Excel and Google Sheets (e.