Remote Program Performance Lead for KPIs and Quality

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

Benefits offered by this job

Annual merit increases

Health, dental, vision, life, and 401k

Paid time off and holidays

Remote work culture

Job summary

Working Solutions is seeking a performance and quality analyst to continuously monitor agent performance, ensuring adherence to guidelines and documenting internal processes to drive client success. The role emphasizes quality interactions across voice and digital channels and supports remote teams.

Candidates should have strong data analysis skills, experience with performance metrics, and the ability to present trends visually.

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 agent performance to ensure adherence to quality guidelines.
• Document internal processes and contribute to program growth and success.
• Identify trends, KPIs and areas for process improvement with actionable plans.
• Analyze data and present insights to improve KPIs and agent engagement.
• Support internal and client performance/quality meetings with timely reporting.

Skills

Data analysis

Quality metrics

Report presentation

Verbal communication

Graphical dashboards

Tools

Vyne

Job description

Working Solutions is seeking a performance and quality analyst to continuously monitor agent performance, ensuring adherence to guidelines and documenting internal processes to drive client success. The role emphasizes quality interactions across voice and digital channels and supports remote teams.

Candidates should have strong data analysis skills, experience with performance metrics, and the ability to present trends visually.