Remote KPI & Quality Performance Specialist

Working Solutions; Arizona; Remote; USD 60,000 - 85,000; Full time

Benefits offered by this job

Annual merit increases

Health, dental, vision, life, disable,

401(k) with company match

Generous paid time off, holidays, and

Fully remote work

Job summary

Working Solutions is seeking a Quality Analyst to monitor and enhance agent performance across client programs. You will analyze data, identify trends, and drive process improvements to meet KPIs while supporting strong agent engagement and quality interactions.

This role enables fully remote work across the United States. Ideal candidates have extensive contact center experience and proven data analysis skills, with the ability to present insights clearly to stakeholders and clients.

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/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.

Skills

Data analysis

Trend analysis

Verbal communication

Data visualization

Job description

Working Solutions is seeking a Quality Analyst to monitor and enhance agent performance across client programs. You will analyze data, identify trends, and drive process improvements to meet KPIs while supporting strong agent engagement and quality interactions.

This role enables fully remote work across the United States. Ideal candidates have extensive contact center experience and proven data analysis skills, with the ability to present insights clearly to stakeholders and clients.