Remote Program Performance & Quality Analyst

Working Solutions; Central City (NE); Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Annual merit increases

Health, dental, vision, life, and 401k

Generous paid time off

Job summary

Working Solutions is seeking a detail-oriented professional to continuously monitor and review agent performance, ensuring adherence to quality guidelines and documenting internal processes to support client programs in a fully remote environment.

You will analyze data, identify trends and deviations, and collaborate with internal teams and clients to drive improvements in KPIs, provide timely feedback, and help scale high-quality service across multiple projects.

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

• Complete research and training to understand the client’s business and program requirements with KPI expectations.
• Review top issues and develop tactics to improve program KPIs.
• Analyze trends and identify deviations in customer and program patterns.
• Investigate root causes and recommend solutions to improve overall KPI performance.
• Suggest process, tool, and documentation improvements to enhance workflow.
• Utilize available tools to improve processes, KPIs and agent engagement (education modules, round tables, product updates).
• Participate in internal and client performance/quality meetings.
• Report, summarize, and present feedback efficiently under deadlines.
• Identify and compare QA scores to uncover trends and opportunities.
• Ensure client projects deliver superior results and meet or exceed KPIs.
• Provide results reporting to Working Solutions as requested.

Skills

Data analysis

Quality monitoring

Trend analysis

Verbal communication

Tools

Excel

Job description

Working Solutions is seeking a detail-oriented professional to continuously monitor and review agent performance, ensuring adherence to quality guidelines and documenting internal processes to support client programs in a fully remote environment.

You will analyze data, identify trends and deviations, and collaborate with internal teams and clients to drive improvements in KPIs, provide timely feedback, and help scale high-quality service across multiple projects.