The Antwi Group is seeking an experienced, analytical, objective, and improvement-focused Senior Quality & Process Analyst to join our Quality Assurance & Process Improvement Department.
Working under the direction of the Director / Manager of Quality Assurance & Process Improvement and Quality Assurance Manager, the Senior Quality & Process Analyst will lead complex operational quality reviews, analyze business processes, investigate recurring problems, conduct root-cause analysis, develop corrective and preventive actions, identify process improvements, establish quality measurements, and support implementation of improved workflows across The Antwi Group and its businesses.
The Senior Quality & Process Analyst will work across The Antwi Group’s creative, entertainment, music, media, technology, production, distribution, customer-service, administrative, commercial, and related operations.
The position will collaborate with departmental leaders and employees to understand how processes operate in practice, identify gaps between expected and actual performance, evaluate evidence, analyze operational data, recommend practical improvements, and verify whether corrective actions achieve their intended results.
The Senior Quality & Process Analyst may also lead significant improvement projects, review work produced by other quality personnel, mentor developing team members, and support the development of departmental methodologies and standards.
This position requires advanced process-analysis skills, analytical ability, objectivity, root-cause-analysis expertise, business judgment, communication, documentation, integrity, confidentiality, and the ability to challenge inefficient processes constructively.
Key Responsibilities
- Lead complex operational quality reviews.
- Conduct detailed process assessments.
- Develop process maps.
- Perform root-cause analysis.
- Analyze quality and operational data.
- Identify recurring problems.
- Develop corrective-action recommendations.
- Develop preventive-action recommendations.
- Evaluate process controls.
- Identify workflow inefficiencies.
- Recommend process improvements.
- Support process redesign.
- Develop quality measurements.
- Review SOPs and operational documentation.
- Evaluate process adherence.
- Lead improvement projects.
- Track corrective actions.
- Verify corrective-action effectiveness.
- Prepare quality-review reports.
- Present analytical findings.
- Support management reporting.
- Review work produced by developing analysts.
- Mentor Quality Assurance personnel.
- Protect confidential information.
- Escalate significant operational concerns.
Process Assessment
A process assessment may follow:
Objective → Current State → Evidence → Performance → Problems → Root Causes → Future State → Implementation → Verification
Current-State Analysis
The Analyst may evaluate:
- Process purpose
- Inputs
- Activities
- Roles
- Decision points
- Approvals
- Handoffs
- Systems
- Outputs
- Controls
- Documentation
- Cycle time
- Errors
- Rework
Process Observation
Where appropriate, the Analyst may observe how employees actually perform work to understand differences between written procedures and operational reality.
Stakeholder Interviews
Process reviews may involve discussions with:
- Process owners
- Managers
- Employees
- Customers or internal users where appropriate
- Technical personnel
- Other stakeholders
Process Mapping
Processes may be documented using:
Trigger → Input → Activity → Decision → Handoff → Output → Control
Detailed Process Maps
Complex processes may include:
- Roles or swim lanes
- Systems
- Decision points
- Exceptions
- Rework loops
- Approvals
- Dependencies
- Escalations
Process Metrics
The Analyst may evaluate:
- Cycle time
- Wait time
- Error rate
- Rework
- First-pass completion
- On-time completion
- Volume
- Escalations
- Customer complaints
- Resource requirements
Bottleneck Analysis
Potential bottlenecks may involve:
- Approval delays
- Manual processing
- Duplicate entry
- Excessive handoffs
- Unclear responsibility
- System limitations
- Resource constraints
- Incomplete information
Root-Cause Analysis
Significant problems may follow:
Problem Definition → Evidence → Contributing Factors → Root Cause → Corrective Action → Verification
Root-Cause Methods
The Analyst may use:
- Five Whys
- Cause-and-effect diagrams
- Pareto analysis
- Process mapping
- Data analysis
- Failure-mode analysis
- Control analysis
- Other appropriate techniques
Problem Definition
A strong problem statement should identify:
- What happened
- Where it happened
- When it occurred
- Frequency
- Business impact
- Relevant evidence
Evidence
The Analyst should distinguish between:
- Verified facts
- Observations
- Data
- Employee reports
- Assumptions
- Hypotheses
- Opinions
Corrective Actions
Recommendations may involve:
- Process redesign
- Procedure changes
- Training
- Technology
- Automation
- Additional validation
- Role clarification
- Approval changes
- Documentation improvements
- Vendor corrective action
Corrective Action Planning
An action plan may identify:
Finding → Root Cause → Action → Owner → Due Date → Measurement → Status
Preventive Actions
The Analyst may identify conditions that could reasonably create future failures and recommend preventive controls before significant incidents occur.
Effectiveness Verification
After implementation, the Analyst may evaluate:
- Error rates
- Recurrence
- Cycle time
- Process adherence
- Customer outcomes
- Employee feedback
- Other relevant measures
Quality Reviews
The Senior Quality & Process Analyst may lead reviews examining:
- Accuracy
- Completeness
- Timeliness
- Required approvals
- Documentation
- Process adherence
- Deliverable quality
- Customer-service quality
- Operational controls
Review Planning
Review plans may identify:
Objective → Scope → Standard → Method → Sample → Schedule → Deliverable
Sampling
Where appropriate, samples may be selected based on:
- Risk
- Volume
- Error history
- Process complexity
- Business impact
- Statistical considerations
Review Documentation
Working papers should sufficiently support significant findings and conclusions.
Quality Findings
Findings may identify:
- Requirement or standard
- Observed condition
- Supporting evidence
- Business impact
- Root cause
- Recommended action
Finding Severity
Severity may consider:
- Customer impact
- Financial impact
- Operational impact
- Frequency
- Safety
- Security
- Legal or regulatory implications
- Reputational impact
Management Responses
Responsible departments should have an appropriate opportunity to provide relevant factual information regarding significant findings.
Quality Data Analysis
The Analyst may analyze:
- Error rates
- Rework
- Complaints
- Escalations
- Processing times
- Service levels
- Repeat incidents
- Corrective actions
- Other operational measures
Pareto Analysis
Where appropriate, the Analyst may identify which categories account for the greatest proportion of recurring problems.
Trend Analysis
Quality trends may be compared across:
- Time periods
- Departments
- Business units
- Processes
- Issue categories
- Vendors
- Customer groups
Process Improvement
Improvement projects may seek to:
- Reduce cycle time.
- Reduce errors.
- Reduce rework.
- Eliminate duplicate tasks.
- Clarify responsibility.
- Improve handoffs.
- Simplify approvals.
- Improve documentation.
- Improve customer experience.
- Improve employee usability.
Future-State Design
Proposed processes should identify:
- Revised activities
- Responsibilities
- Systems
- Approvals
- Controls
- Documentation
- Metrics
- Implementation requirements
Process Simplification
The Analyst should consider whether steps can be:
- Eliminated
- Combined
- Standardized
- Automated
- Reordered
- Delegated appropriately
Automation Analysis
Working with IT & Digital Systems, the Analyst may identify opportunities involving:
- Workflow automation
- Data validation
- System integration
- Automated notifications
- Automated reporting
- Digital approvals
Automation Principle
A broken or unnecessarily complicated process should not simply be automated without considering whether it should first be redesigned.
Standard Operating Procedures
The Analyst may develop or review SOPs containing:
- Purpose
- Scope
- Responsibilities
- Definitions
- Procedures
- Decision points
- Exceptions
- Escalation
- Documentation
- Revision history
Procedure Testing
Before major procedures are finalized, the Analyst may evaluate whether:
- Steps are understandable.
- Roles are clear.
- Required information is available.
- Exceptions are addressed.
- Controls are practical.
- Employees can reasonably execute the process.
Process Controls
Controls may include:
- Approvals
- Reconciliations
- Validation
- Segregation of responsibilities
- System restrictions
- Checklists
- Exception reporting
- Management review
Control design should be proportionate to the underlying business risk.
Quality Metrics
The Analyst may help develop metrics such as:
- Defect rate
- Error rate
- Rework rate
- First-pass yield
- On-time completion
- Cycle time
- Escalation rate
- Complaint rate
- Corrective-action closure
KPI Documentation
Quality metrics may identify:
Metric → Definition → Formula → Source → Frequency → Owner → Interpretation
Data & Business Intelligence Collaboration
The Analyst may work with Data & Business Intelligence to develop:
- Quality dashboards
- Trend reporting
- Automated metrics
- Analytical datasets
- Performance monitoring
Customer Service Quality
Reviews may analyze:
- Response accuracy
- Resolution quality
- Response time
- Escalations
- Repeat contacts
- Documentation
- Customer complaints
Sales Process Quality
Reviews may examine:
- Lead handling
- CRM documentation
- Required approvals
- Opportunity handoffs
- Customer-information quality
- Process consistency
Marketing Process Quality
Reviews may examine:
- Campaign workflows
- Approval processes
- Asset handoffs
- Reporting processes
- Documentation
- Operational consistency
Project Quality
The Analyst may support:
- Project-quality reviews
- Deliverable standards
- Lessons learned
- Process adherence
- Corrective actions
- Post-project analysis
Production Process Quality
Reviews may examine operational aspects of:
- Scheduling
- Handoffs
- Documentation
- Resource coordination
- Completion
- Recurring workflow problems
Creative and specialized technical judgments remain with appropriate professional teams.
Music & Distribution Process Quality
Where applicable, reviews may examine:
- Release preparation
- Metadata workflows
- Delivery
- Customer onboarding
- Issue resolution
- Operational documentation
Rights, royalty, accounting, and legal determinations remain with appropriate specialized personnel.
Finance Process Quality
Working with Finance & Accounting, reviews may examine operational:
- Documentation
- Workflow
- Handoffs
- Processing timelines
- Recurring errors
Accounting judgments remain with qualified Finance personnel.
Human Resources Process Quality
Working with Human Resources, reviews may examine:
- Administrative workflows
- Documentation
- Processing time
- Employee-service processes
- Handoffs
Employment decisions remain with HR and authorized management.
IT Process Quality
Working with IT & Digital Systems, reviews may examine:
- Service workflows
- Change processes
- Documentation
- Request handling
- Operational handoffs
- Recurring issues
Cybersecurity and technical architecture decisions remain with authorized IT and Security personnel.
Vendor Quality
Working with Procurement & Vendor Management, analysis may include:
- Delivery performance
- Defects
- Service consistency
- Recurring problems
- Corrective actions
- Process failures
Lessons Learned
The Analyst may facilitate structured reviews after:
- Major projects
- Significant incidents
- Process failures
- Implementations
- Operational changes
Lessons-Learned Framework
Expected → Actual → Successes → Problems → Causes → Improvements → Owner
Improvement Projects
The Senior Quality & Process Analyst may lead projects involving:
- Process redesign
- Standardization
- Documentation
- Quality controls
- Automation requirements
- Performance measurement
- Corrective-action programs
Project Tracking
Improvement initiatives may identify:
Objective → Actions → Owner → Milestones → Metric → Status → Result
Change Implementation
Implementation may require coordination involving:
- Process owners
- Employees
- IT
- Training
- Documentation
- Communications
- Management approval
Post-Implementation Review
Following implementation, the Analyst may evaluate whether the change:
- Was adopted.
- Improved performance.
- Reduced errors.
- Reduced delays.
- Created unintended problems.
- Requires further adjustment.
Mentoring
The Senior Quality & Process Analyst may mentor:
- Quality Assurance Specialists
- Process Improvement Analysts
- Quality Assurance Coordinators
Mentoring may involve:
- Process mapping
- Root-cause analysis
- Review methodology
- Evidence evaluation
- Report writing
- Quality metrics
- Improvement techniques
Analytical Tools
Depending on the assignment, the Analyst may use:
- Excel
- BI platforms
- Process-mapping software
- Project-management systems
- SQL
- Statistical tools
- Other approved applications
Artificial Intelligence & Process Analysis
Where approved, AI-assisted tools may support:
- Process documentation
- Trend identification
- Classification
- Review preparation
- Data analysis
- Improvement ideation
Outputs must be appropriately validated before business use.
Confidentiality
The Senior Quality & Process Analyst may encounter sensitive information involving:
- Customers
- Employees
- Finance
- Contracts
- Technology
- Security
- Business strategy
- Internal incidents
- Production
- Distribution
- Operational weaknesses
Such information must only be accessed and shared for legitimate authorized purposes.
Professional Integrity
The Senior Quality & Process Analyst must not knowingly:
- Fabricate findings.
- Alter evidence.
- Conceal material problems.
- Manipulate analysis to create a predetermined conclusion.
- Misrepresent quality results.
- Retaliate against employees raising legitimate concerns.
- Disclose confidential information without authorization.
Cross-Department Collaboration
Quality Assurance & Process Improvement Leadership — quality strategy and priorities.
Data & Business Intelligence — metrics and analytical support.
Operations & Administration — operational processes.
Project Management — project quality and lessons learned.
Customer Service & Support — service quality.
Finance & Accounting — financial-process quality.
Human Resources — HR processes and training.
IT & Digital Systems — technology processes and automation.
Procurement & Vendor Management — vendor quality.
Production & Creative Teams — production workflows.
Legal & Business Affairs — legal and compliance matters.
Business Units — specialized operational processes.
Qualifications
- Bachelor’s degree in Quality Management, Operations Management, Business Administration, Industrial Engineering, Engineering, Business Analytics, Information Systems, or a related field preferred, or equivalent substantial professional experience.
- Several years of professional experience in quality assurance, process improvement, operational excellence, process analysis, internal controls, business operations, or related work.
- Strong process-mapping skills.
- Strong root-cause-analysis ability.
- Experience conducting operational or quality reviews.
- Experience developing corrective actions.
- Strong analytical and problem-solving ability.
- Experience with SOPs and process documentation.
- Strong data-analysis skills.
- Excellent written and verbal communication.
- Strong project-management ability.
- Ability to communicate constructively with employees at multiple organizational levels.
- Strong professional judgment.
- High level of integrity, objectivity, and confidentiality.
Preferred Skills
Experience or certification involving one or more of the following is highly desirable:
- Lean
- Six Sigma
- Lean Six Sigma
- Quality Assurance
- Quality Management Systems
- Continuous Improvement
- CAPA
- Root-Cause Analysis
- Process Mapping
- Business Process Management
- Operational Excellence
- ISO quality principles
- Data analytics
- Project management
- Change management
- SQL
- Business intelligence
- Entertainment operations
- Music operations
- Media operations
- Technology operations
Professional Expectations
The successful candidate should demonstrate:
- Analytical rigor
- Objectivity
- Systems thinking
- Integrity
- Process discipline
- Practical problem solving
- Communication
- Collaboration
- Organization
- Leadership
- Accountability
- Confidentiality
- Continuous-improvement mindset
Career Development
A potential career path may include:
Senior Quality & Process Analyst → Quality Assurance Manager → Director / Manager of Quality Assurance & Process Improvement → Senior Director / Head of Quality & Operational Excellence
Employees may also develop toward Business Transformation, Enterprise Operations, Process Engineering, Data Analytics, Risk Management, Project Management, or Corporate Strategy.
Location
Poconos, Pennsylvania
The position may require collaboration with departments and operational teams across company locations.
Quality reviews, process assessments, improvement projects, implementations, production activities, or other operational requirements may occasionally require travel, evening, weekend, holiday, or irregular-hour availability.
Employment Type
Full Time
Department
Quality Assurance & Process Improvement
Reports To
Director / Manager of Quality Assurance & Process Improvement / Quality Assurance Manager
About The Antwi Group
The Antwi Group is a growing organization operating across creative, entertainment, media, and related business sectors. Our teams bring together creative talent, technical expertise, management, financial discipline, technology, production, operations, and business development to build projects and opportunities designed for long-term growth.
Application
Interested candidates should submit an application outlining their education, quality-assurance, process-improvement, operational-excellence, process-analysis, root-cause-analysis, data-analysis, project-management, or related professional experience and other relevant qualifications.
Applicants may also be asked to provide a résumé/CV, professional references, and descriptions or examples of process maps, quality reviews, improvement projects, corrective-action programs, SOP development, or analytical work that they are legally permitted to share.
Applicants should not submit confidential audit reports, proprietary operating procedures, internal investigation materials, customer records, employee information, security information, trade secrets, unreleased financial information, or other confidential materials belonging to current or previous employers, clients, vendors, or business partners.
The Antwi Group is an equal opportunity employer. We consider qualified applicants without regard to characteristics protected by applicable law.