Program Performance & Quality Analyst — Remote

Working Solutions; Lorida (FL); Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Annual merit increases

Health, dental, vision, life, and 401k

Generous paid time off and holidays

Fully remote work

Job summary

Working Solutions is seeking a remote Quality Assurance Analyst to monitor agent performance, analyze data, and drive program excellence across client contracts. You will review KPIs, identify trends, and collaborate with internal teams to implement improvements while ensuring compliance with quality guidelines.

The role emphasizes data interpretation, reporting, and presenting insights, with opportunities for merit-based growth in a fully remote, people-focused culture.

Qualifications

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

Responsibilities

• Complete research and training to thoroughly understand the client’s business and program requirements with detailed understanding of performance/quality metrics.
• Review issues and develop tactics to improve KPI’s.
• Analyze trends and identify deviations in customer and program patterns.
• Investigate root causes and recommend solutions to improve KPIs.
• Recommend ways to improve processes and tools to improve workflow.
• Utilize toolbox to improve processes, quality, KPIs and agent engagement.
• Participate in internal and client performance/quality meetings.
• Report and present feedback efficiently under deadlines.
• Identify/compare QA evaluation scores and KPIs for trends and opportunities.
• Ensure clients receive superior results and KPIs are met or exceeded.
• Provide results reporting to Working Solutions as requested.

Skills

Quality analysis

Data interpretation

Process improvement

Stakeholder communication

Contact center ops

Job description

Working Solutions is seeking a remote Quality Assurance Analyst to monitor agent performance, analyze data, and drive program excellence across client contracts. You will review KPIs, identify trends, and collaborate with internal teams to implement improvements while ensuring compliance with quality guidelines.

The role emphasizes data interpretation, reporting, and presenting insights, with opportunities for merit-based growth in a fully remote, people-focused culture.