Remote Program Performance & Analytics Analyst

Working Solutions; Arkansas; Remote; USD 65,000 - 95,000; Full time

Job summary

Working Solutions is seeking a dedicated QA analyst to monitor and review performance of agents, ensuring adherence to quality guidelines and documenting internal processes. This role focuses on agent engagement, call mechanics, and quality interactions across voice and digital channels to drive top results for client contracts.

Qualifications include 5+ years in contact center operations and 2+ years as a data analyst, with strong data interpretation and presentation of trends.

Qualifications

• 5+ years in contact center operations.
• 2+ years as a business data analyst.
• Ability to interpret data, trends and present insights.

Responsibilities

• Complete research and training to understand client programs and KPIs.
• Review issues and develop action plans to improve KPI performance.
• Analyze trends and deviations in call center data.
• Investigate root causes and propose solutions to improve quality.
• Suggest process and tool improvements to enhance workflow.
• Prepare and present feedback in internal and client meetings.

Skills

Contact center operations

Business data analysis

Data interpretation and visualization

Job description

Working Solutions is seeking a dedicated QA analyst to monitor and review performance of agents, ensuring adherence to quality guidelines and documenting internal processes. This role focuses on agent engagement, call mechanics, and quality interactions across voice and digital channels to drive top results for client contracts.

Qualifications include 5+ years in contact center operations and 2+ years as a data analyst, with strong data interpretation and presentation of trends.