Remote Program Performance Analyst and Quality Champion

Working Solutions; Ohio; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Annual merit increases

Health, dental, vision, life, and 401k

Generous PTO & holidays

Fully remote work culture

Volunteerism time

Job summary

Working Solutions seeks a dedicated analyst to monitor agent performance, analyze KPIs, and drive improvements for client programs in a fully remote setting. The role focuses on quality metrics, process optimization, and clear reporting to stakeholders.

The ideal candidate has substantial contact center operations and data analytics experience, with strong ability to present insights visually and verbally. Competitive compensation and comprehensive benefits are offered.

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 verbal and graphical representation.

Responsibilities

• Monitor and review performance of Working Solutions Agents to ensure adherence to quality guidelines.
• Document internal processes and contribute to growth and success of Working Solutions.
• Analyze trends and deviations in customer/program patterns to drive improvements.
• Investigate root causes and recommend solutions to improve KPIs and quality.
• Recommend process/tool/documentation improvements to enhance workflow.
• Utilize available tools to improve processes, quality, KPIs and agent engagement.
• Participate in internal/client performance/quality meetings.

Skills

Data analysis

Quality assurance

Trend analysis

Verbal/visual communication

Job description

Working Solutions seeks a dedicated analyst to monitor agent performance, analyze KPIs, and drive improvements for client programs in a fully remote setting. The role focuses on quality metrics, process optimization, and clear reporting to stakeholders.

The ideal candidate has substantial contact center operations and data analytics experience, with strong ability to present insights visually and verbally. Competitive compensation and comprehensive benefits are offered.