Quality Management Analyst

Date: Sep 24, 2022

Location: San Antonio, TX, US, 78251

Company: Capital Group

Req ID: 53928 

Location: San Antonio

Other location(s): Hampton Roads (VA); Carmel (IN) 


“I can be myself at work.”


You define yourself by more than just a job title, and we want you to feel comfortable bringing your true self to work. We value your talents, your traditions and your take on the world  ̶  everything that makes you unique. We’re working hard to advance diversity, equity and inclusion in our organization and our communities because we know that what makes us different makes us better.


We want you to feel a strong sense of belonging. We value and welcome your experiences, ideas and identity. Over 40 employee resource groups unite our people and help to develop our collective empathy through unfiltered conversations about race, ethnicity, gender, gender identity, sexual orientation, faith, disabilities, mental health and so much more.


“I can influence my income.”


You want to feel recognized at work. Your performance will be reviewed annually, and your compensation will be designed to motivate and reward the value that you provide. You’ll receive a competitive salary, bonuses and benefits. Your company-funded retirement contribution will be the equivalent of 15% of your annual pay (including bonuses).


“I can lead a full life.”


You bring unique goals and interests to your job and your life. Whether you’re raising a family, you’re passionate about where you volunteer, or you want to explore different career paths, we’ll give you the resources that can set you up for success.

  • Enjoy generous time-away and health benefits from day one, with the opportunity for flexible work options
  • Receive 2-for-1 matching gifts for your charitable contributions and the opportunity to secure annual grants for the organizations you love
  • Access on-demand professional development resources that allow you to hone existing skills and learn new ones


NOTE: We value flexibility and have a menu of options for our associates to leverage to help set up their work-life balance.  Our associates enjoy a hybrid approach with three days in the office on a weekly basis. We encourage you to discuss the specific guidelines for your role throughout your interview process.

“I can succeed as a Quality Management Analyst at Capital Group.”


As a member of the Quality Management team, you will play a critical role in developing quality reporting, statistical, and analysis services to support the delivery of a high-quality customer experience for several client segments that make up American Funds Service Group (AFSG). You’ll help drive business value by determining quality data requirements regarding measurement and processes to help your stakeholders respond to business questions. We will leverage your expertise in data visualization and writing queries to provide informational insights and recommendations regarding data requirements, report creation, and issue resolution. A typical day may include supporting client groups by analyzing and creating report models to support key performance indicators (KPIs).  To thrive in this role, you are naturally curious and a critical thinker who enjoys diving in to perform root cause data analysis.


“I am the person Capital Group is looking for.” 


  • You are experienced in data preparation and visualization. Alteryx and Tableau are a plus.
  • Possess knowledge of NICE Quality Management software solutions used in a customer service environment.
  • You’ve manipulated large amounts of data to solve strategic, tactical, structured, and unstructured business problems.
  • You are detail-oriented and have conscious processes in your current position that guarantee accuracy.
  • You are a skilled communicator. You place a high value on being authentic, respectful, and engaging.
  • You have previous experience as an analyst and leading projects in a business environment with diverse audiences.
  • You are familiar with analyzing call center data that provides insight into the quality of customer interactions.
  • Demonstrates intermediate knowledge of mathematics and statistics and the ability to apply it to work assignments.


“I can apply in less than 4 minutes.”


You’ve reviewed this job posting and you’re ready to start the candidate journey with us. Apply now to move to the next step in our recruiting process. If this role isn’t what you’re looking for, check out our other opportunities and join our talent community.


“I can learn more about Capital Group.” 


At Capital Group, the success of the people who invest with us depends on the people in whom we invest. That’s why we offer a culture, compensation and opportunities that empower our associates to build successful and prosperous careers. Through nine decades, our goal has been to improve people’s lives through successful investing. We know that our history is a testament to the strength of the people we hire. More than 7,800 associates in 30+ offices around the world help our clients and each other grow and thrive every day. Find us on LinkedIn, Glassdoor, FairyGodBoss, DiversityJobs and Instagram.


We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law. 


Nearest Major Market: San Antonio

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