Remote Performance & Quality Analyst

Working Solutions; Nebraska; Remote; USD 55,000 - 85,000; 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 dedicated professional to continuously monitor agent performance and ensure adherence to quality guidelines. You will document processes to drive growth and success across client programs, focusing on agent engagement and satisfaction, call mechanics, and high-quality interactions across voice and digital channels.

The role emphasizes reviewing issues, analyzing trends, and recommending solutions to improve KPI metrics, with regular participation in internal and

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 representations.

Responsibilities

• Complete research and training 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 to improve KPI performance.
• 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 tools to improve processes, quality, KPIs and agent engagement such as education modules and internal updates.
• Participate in internal and client performance/quality meetings.
• Report, summarize, and present feedback efficiently under deadlines.
• Identify/compare QA evaluation scores and KPIs to look for trends and opportunities.
• Continually ensure clients receive superior results and KPIs are met or exceeded.
• Provide results reporting to Working Solutions as requested.

Skills

Contact center operations

Business data analysis

Data interpretation

Trend visualization

Job description

Working Solutions is seeking a dedicated professional to continuously monitor agent performance and ensure adherence to quality guidelines. You will document processes to drive growth and success across client programs, focusing on agent engagement and satisfaction, call mechanics, and high-quality interactions across voice and digital channels.

The role emphasizes reviewing issues, analyzing trends, and recommending solutions to improve KPI metrics, with regular participation in internal and