Performance & Quality Program Analyst (Remote)

Working Solutions; Florida; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Merit increases

Health insurance

Dental insurance

Vision insurance

401(k) with company match

PTO & holidays

Remote work

Job summary

Working Solutions is seeking a Quality Analyst to continuously monitor agent performance and ensure adherence to quality guidelines. The role focuses on improving agent engagement, call quality, and client KPI results while contributing to internal process improvements.

Remote-friendly with eligibility for fully remote work in the United States. Candidates should have strong data-analysis skills, experience in contact center operations, and the ability to present trends clearly.

Qualifications

• Minimum 5 years’ contact center operations experience preferred.
• Minimum 2 years’ experience as a business data analyst preferred.
• Experience interpreting and analyzing data, reports, processes, trends and situations and recommending solutions.
• Experience communicating trends/insights using both verbal and graphical representation.

Responsibilities

• Complete research and training to understand the client’s program requirements and performance metrics.
• Review issues and develop tactics to improve KPI performance.
• Analyze trends and identify deviations in customer and program patterns.
• Investigate root causes and recommend solutions to improve KPI performance.
• Suggest process and tool improvements to enhance workflows and quality.
• Utilize available tools to improve processes, quality, KPIs and agent engagement.
• Participate in internal and client performance/quality meetings.
• Report, summarize and present feedback under tight deadlines.
• Identify trends by QA scores and KPIs to find opportunities.
• Ensure client results meet or exceed KPIs.
• Provide results reporting to Working Solutions as requested.

Skills

Contact center ops

Data analysis

Data interpretation

Communication skills

Job description

Working Solutions is seeking a Quality Analyst to continuously monitor agent performance and ensure adherence to quality guidelines. The role focuses on improving agent engagement, call quality, and client KPI results while contributing to internal process improvements.

Remote-friendly with eligibility for fully remote work in the United States. Candidates should have strong data-analysis skills, experience in contact center operations, and the ability to present trends clearly.