Remote Performance & Quality Analytics Lead

Working Solutions; Iowa Center (IA); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Annual merit increases

Health, dental, vision, life, and long

401(k) with company match

Generous paid time off & holidays

Fully remote work culture

Job summary

Working Solutions is seeking a dedicated professional to continuously monitor and review agent performance, ensuring adherence to quality guidelines and documenting processes to support growth. You will focus on agent engagement, call mechanics, and high-quality interactions across voice and digital channels to drive client KPI performance.

Ideal candidates have substantial contact center operations and data analysis experience, with the ability to interpret trends, communicate insights, 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 representation.

Responsibilities

• Monitor and review performance of Working Solutions Agents against performance and quality guidelines.
• Document internal processes to support growth and success.
• Analyze trends and deviations in customer and program data to identify improvements.
• Develop action plans to improve KPIs and program quality.
• Prepare and present feedback and reporting on performance to clients and internal teams.

Skills

Contact center ops

Data analysis

Data interpretation

Trends reporting

Verbal & visual communication

Job description

Working Solutions is seeking a dedicated professional to continuously monitor and review agent performance, ensuring adherence to quality guidelines and documenting processes to support growth. You will focus on agent engagement, call mechanics, and high-quality interactions across voice and digital channels to drive client KPI performance.

Ideal candidates have substantial contact center operations and data analysis experience, with the ability to interpret trends, communicate insights, and