Performance Quality & Insights Lead (Remote)

Working Solutions; Iowa; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Fully remote work

Annual merit increases

401(k) with company match

Generous paid time off

Job summary

Working Solutions is seeking a results-oriented analyst to monitor and review agent performance, ensure adherence to quality guidelines, and document internal processes to support client contracts and company growth.

The role focuses on improving agent engagement, call quality, and KPI performance, with opportunities to present findings in client meetings and to influence tool and workflow improvements. Fully remote work with a competitive benefits package.

Qualifications

• Minimum 5 years’ contact center operations experience preferred.
• Minimum 2 years’ experience as a business data analyst preferred.
• Experience interpreting data, reports, trends and proposing solutions.
• Experience communicating trends/insights verbally and graphically.

Responsibilities

• Understand client program requirements and KPIs.
• Review issues and develop tactics to improve KPI performance.
• Analyze trends and deviations in customer and program patterns.
• Identify root causes and recommend quality improvements.
• Report feedback to clients under tight deadlines.

Skills

Contact center ops

Business data analysis

Data interpretation

Trend analysis

Job description

Working Solutions is seeking a results-oriented analyst to monitor and review agent performance, ensure adherence to quality guidelines, and document internal processes to support client contracts and company growth.

The role focuses on improving agent engagement, call quality, and KPI performance, with opportunities to present findings in client meetings and to influence tool and workflow improvements. Fully remote work with a competitive benefits package.