Root Cause Analyst

Root Cause Analyst

BRIEF DESCRIPTION OF SUNSTRONG MANAGEMENT
SunStrong Management is a leading independent asset management and servicing platform specializing in residential and commercial solar energy portfolios. SunStrong provides end-to-end services including operations and maintenance, customer billing and support, asset performance management, and investor reporting. The company partners with leading capital providers to optimize clean energy assets at scale, supporting the growth of distributed renewable energy while delivering reliable performance and exceptional customer experience
POSITION SUMMARY
SunStrong Management is seeking a Root Cause Analyst to join our Customer Experience organization. This is a new role created to strengthen our ability to identify, analyze, and resolve systemic issues that drive customer escalations, repeat contacts, and operational breakdowns across our residential solar portfolios.
Reporting to the Solutions Manager, the Root Cause Analyst is the analytical engine behind our continuous improvement work. You will mine case data, customer feedback, and operational signals to surface the underlying causes of our highest-volume and highest-severity contact drivers. This is a high-visibility role: your analysis will reach senior leadership and directly influence how we manage BPO performance, design processes, and prioritize the CX roadmap.
KEY RESPONSIBILITIES

Root Cause Analysis and Escalation Diagnostics

• Conduct structured root cause analysis on escalated cases, recurring complaint themes, and high-severity customer contacts across multiple residential solar portfolios.
• Identify systemic drivers behind contact volume, repeat contacts, and unresolved cases using case management data, QA findings, and customer verbatims.
• Distinguish between agent-level performance issues and process or system failures, routing findings to the appropriate owner.
• Build and maintain an RCA log with documented findings, owners, and resolution timelines.

Data Analysis and Reporting

• Analyze reporting from contact center systems and vendor-provided QA information to identify trends, outliers, and emerging issue patterns.
• Develop clear, visual, and actionable reports for the Solutions Manager and CX leadership that translate complex data into plain-language recommendations.
• Track issue recurrence rates to validate whether corrective actions are working and flag when they are not.
• Support the development of KPIs tied to systemic resolution and first-contact resolution improvement.

Process Improvement and Knowledge Management

• Translate findings into documented process gaps, recommended policy changes, or recommended agent guidance updates.
• Partner with the Solutions Manager to ensure identified failure patterns are incorporated into coaching, calibration, and job aid refreshes.
• Contribute to a proactive issue identification program that surfaces problems before they reach regulatory complaints or executive escalations.
• Maintain a structured issue library that enables pattern recognition across portfolios and time periods.

QUALIFICATIONS
Experience

• 3 or more years of experience in root cause analysis, quality assurance, process improvement, or operations analyst role.
• Prior experience in a contact center, customer experience, or customer operations environment.
• Experience working with Salesforce CRM or similar case management systems required.
• Background in residential solar, utility, or financial services a plus but not required.
• An equivalent combination of experience and demonstrated analytical capability will be considered.

Analytical and Technical Skills

• Strong proficiency in Excel or Google Sheets for data analysis, trend identification, and reporting.
• Demonstrated ability to turn unstructured case data, call recordings, and customer feedback into clear, structured insights.
• Experience with data visualization tools such as Power BI, Tableau, or similar.
• Comfortable building reports for both frontline managers and senior leadership audiences without being told which format to use.

Soft Skills and Work Style

• Intellectually curious with a genuine drive to understand why problems occur, not just what occurred.
• Writes clearly and precisely for different audiences; this is non-negotiable in a role where findings must land with both operators and executives.
• Manages multiple active investigations simultaneously without losing rigor on any of them.
• Brings difficult findings forward with confidence and without waiting for someone else to notice them first.

Preferred Skills

• Knowledgeable in MECE principles and their application to structured problem-solving.
• Familiarity with continuous improvement methodologies.
• Experience supporting regulatory complaint response processes (AG, BBB, CFPB, or similar).
• Exposure to AI-assisted case triage tools or contact deflection technologies.
• Experience working with large language models (LLMs) to increase workflow efficiency.
• Prior experience in a QA or analysis role that was being built from the ground up rather than inherited.
  
   

physical requirements

• Extended period working at a computer workstation *Include only if applicable.

Benefits
SunStrong Management offers a rich and affordable Health & Wellness Benefits package that includes:

• PPO and HDHP Medical Plans, buy-up plans for both Dental and Vision, ancillaries such as Accident, Critical illness, Hospital indemnity, Employer sponsored Short Term and Long-Term Disability, Voluntary Life, and Legal services along with multiple add-ons.
• Our 401(k) Package includes a Safe Harbor Match of 100% up to the first 4% and 50% on the next 2% with immediate vesting.