Program Performance Specialist

Working Solutions; Clifton (TX); Remote; USD 55,000 - 90,000; Full time

Benefits offered by this job

Annual merit increases

Health, dental, vision, life insurance

401(k) with company match

Generous paid time off and holidays

Volunteerism time

Fully remote work

Job summary

Working Solutions is seeking a QA/Analyst role to monitor agent performance and ensure quality guidelines. You will analyze trends, review KPIs, and report insights to improve client programs.

This fully remote position welcomes experienced professionals with strong data analysis and communication skills. Requirements include 5+ years in contact center operations and 2+ years as a data analyst, with ability to present trends graphically.

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 situations and recommending solutions.
• Experience communicating trends/insights using verbal and graphical representation.

Responsibilities

• Understand client’s business and program requirements with KPI expectations.
• Review issues and develop tactics to improve KPI performance.
• Analyze trends and identify deviations in customer and program patterns.
• Investigate root causes and recommend quality-improvement solutions.
• Propose process and tool improvements to enhance workflows.
• Use available tools to improve processes, KPIs, and agent engagement.
• Participate in internal and client performance/quality meetings.
• Summarize feedback and report under tight deadlines.
• Identify/compare QA scores and KPIs to spot trends.
• Ensure clients receive superior results and KPI attainment.
• Provide results reporting to Working Solutions as requested.

Skills

Contact center operations

Data analysis & reporting

Trends & KPI interpretation

Communication (verbal & visual)

Job description

Continuously monitor and review performance of Working Solutions Agents, ensuring all performance and quality guidelines are met, and document internal processes, to contribute to the growth and success of Working Solutions. Continual focus on quality of agent engagement, agent satisfaction, call mechanics, quality interactions with voice and digital interactions, all to influence top performance for client contracts. To qualify for employee positions, candidates must be legal residents of one of the following states: AR, AZ, FL, IN, IA, MI, NC, NE, OH, TN, TX.

Duties

• Complete research and/or training necessary to thoroughly understand the client’s business and program requirements, with detailed understanding of performance/quality metrics and expectations.
• Review top issues and process improvement recommendations and develop tactics and action plans to improve programs KPI’s.
• Analyze trends and identify deviations/exceptions in customer and program patterns.
• Investigate root causes and recommend solutions to improve overall program quality in KPIs.
• Recommend ways to improve processes, internal tools, documentation, and technology to improve work flow.
• Utilize toolbox available to improve processes, quality, KPIs and agent engagement such as, but not limited to, education modules, round table sessions, Vyne updates.
• Participate in internal and client performance/quality meetings.
• Report, summarize, and present feedback efficiently and under tight deadlines.
• Identify/compare QA evaluation scores and KPIs to look for trends and opportunities.
• Continually work to ensure that Working Solutions’ clients are receiving superior results and that all KPIs are being met or exceeded.
• Provide results reporting to Working Solutions as requested.

Requirements

Must be a US citizen or permanent resident to be considered for full-time employment

• 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.

In addition to a competitive base salary, Working Solutions employees are eligible for a comprehensive benefits package including, but not limited to:

• Annual merit increases
• Choices for health, dental, vision, life, disability and supplemental insurance plans and a 401(k) with company match
• Generous paid time off, holidays, and volunteerism time
• An amazing company culture and all the benefits of fully remote work

We believe in providing equal pay for equal work. Our compensation practices are designed to ensure fairness and are regularly reviewed to maintain this standard.