Remote Program Performance Analyst — KPI & Quality Champion

Working Solutions; Clifton (TX); Remote; USD 55,000 - 90,000; Full time

Benefits offered by this job

Annual merit increases

Health, dental, vision, life insurance

401(k) with company match

Generous paid time off and holidays

Volunteerism time

Fully remote work

Job summary

Working Solutions is seeking a QA/Analyst role to monitor agent performance and ensure quality guidelines. You will analyze trends, review KPIs, and report insights to improve client programs.

This fully remote position welcomes experienced professionals with strong data analysis and communication skills. Requirements include 5+ years in contact center operations and 2+ years as a data analyst, with ability to present trends graphically.

Qualifications

• Minimum 5 years’ contact center operations experience preferred.
• Minimum 2 years’ experience as a business data analyst preferred.
• Experience interpreting data, reports, trends and situations and recommending solutions.
• Experience communicating trends/insights using verbal and graphical representation.

Responsibilities

• Understand client’s business and program requirements with KPI expectations.
• Review issues and develop tactics to improve KPI performance.
• Analyze trends and identify deviations in customer and program patterns.
• Investigate root causes and recommend quality-improvement solutions.
• Propose process and tool improvements to enhance workflows.
• Use available tools to improve processes, KPIs, and agent engagement.
• Participate in internal and client performance/quality meetings.
• Summarize feedback and report under tight deadlines.
• Identify/compare QA scores and KPIs to spot trends.
• Ensure clients receive superior results and KPI attainment.
• Provide results reporting to Working Solutions as requested.

Skills

Contact center operations

Data analysis & reporting

Trends & KPI interpretation

Communication (verbal & visual)

Job description

Working Solutions is seeking a QA/Analyst role to monitor agent performance and ensure quality guidelines. You will analyze trends, review KPIs, and report insights to improve client programs.

This fully remote position welcomes experienced professionals with strong data analysis and communication skills. Requirements include 5+ years in contact center operations and 2+ years as a data analyst, with ability to present trends graphically.