Service Compliance Lead

The Service Compliance Lead turns audit, process, and performance data into evidence the organization can act on. Sitting within the Quality Assurance function, this role investigates the "why" behind quality and compliance deviations, tracks whether corrective actions actually work, and builds the reporting that Quality Assurance presents to clients and senior leadership. As Milestone scales service delivery for new and existing data center clients, this role is central to ensuring performance issues are caught early, root-caused thoroughly, and resolved — not just reported. This is a working investigative and analytical role, not a data-entry or dashboard-maintenance function. The Service Assurance Lead is expected to identify systemic issues before they become client-facing problems, and to exercise judgment about when a deviation reflects a broken process versus an isolated training gap. How You Will Make an Impact Analyze results from quality audits and extract the data points that matter; maintain a consistent reporting format so results are comparable audit-over-audit. Identify systemic issues (the same deviation recurring across multiple teams or sites, signaling a broken process or unclear standard) versus isolated incidents (typically a training or execution gap). Follow the full chain: find the deviation, understand why it's happening, report the findings clearly. Track corrective and preventive actions (CAPA) after a root cause is identified. Measure whether the deviation actually decreased following the intervention, confirming whether fixes worked or require further action. Build and maintain Power BI dashboards for audit pass rates, defect/error rates, and SLA/KPI adherence over time. Produce reporting distributed to the Quality Assurance Manager, senior leadership, and clients. Measure and flag consistency where different auditors score similar work differently, supporting audit reliability and standardization. Monitor KPI trends to flag teams or processes drifting toward an SLA breach before it occurs. Conduct ad hoc data analysis in support of process standardization and improvement initiatives. Pull and analyze data to explain why teams are deviating from the standard and how that deviation is impacting performance. Monitor training completion levels and certification status against required thresholds. Flag gaps to the Training Program Manager for resolution; this role identifies and reports the gap, not designs or delivers the training. Document effective practices and recurring solutions across sites and client programs so they can be applied consistently and scaled into new client onboarding. Provide coordination support for quality and service assurance initiatives driven by the Quality Assurance Manager: scheduling meetings, tracking action items, and following up on open items to closure. This is coordination in service of investigative and reporting work, not ownership of project scope or cross-functional routing — that sits with the Quality Assurance Manager at this stage of the role (see Growth Path). What You Will Need to Succeed Minimum 5+ years of experience in business analysis, quality/compliance reporting, or data analytics, ideally within operations or service delivery environments. Demonstrated experience with KPI/SLA monitoring, root cause analysis, and translating data into actionable reporting. Strong Power BI or equivalent dashboarding/data visualization skills; working knowledge of SQL a plus. Experience building and maintaining recurring performance reporting for both internal leadership and external clients. Strong written and verbal communication skills; ability to present findings clearly to non-technical stakeholders. Bachelor's degree in Business, Industrial Engineering, Quality Management, or related field, or equivalent professional experience. Bilingual (English/Spanish) a plus. #J-18808-Ljbffr Covestic Inc