Program Performance Specialist

Working Solutions; Phoenix (AZ); A distancia; USD 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual merit increases

Health, dental, vision and life

401(k) with match

Paid time off

Fully remote

Descripción de la vacante

Working Solutions is seeking a Quality Analyst to continuously monitor performance of our agents, ensuring adherence to performance and quality guidelines and documenting processes to support client contracts.

You will review issues, analyze data, and develop tactics to improve KPIs, agent engagement, and call quality across voice and digital interactions. This role offers fully remote work with competitive benefits.

Formación

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

Responsabilidades

• Complete research and training to thoroughly understand the client’s business and program requirements.
• Review top issues and develop tactics to improve KPIs.
• Analyze trends and identify deviations in customer and program patterns.
• Investigate root causes and recommend solutions to improve KPIs.
• Recommend process/tool/documentation improvements to increase efficiency.
• 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 in QA evaluation scores and KPIs to spot opportunities.
• Ensure clients receive superior results and KPIs are met or exceeded.
• Provide results reporting to Working Solutions as requested.

Conocimientos

Data analysis

Quality assurance

Performance monitoring

Stakeholder communication

Descripción del empleo

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

Benefits

• 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.