Remote Program Performance & Quality Analyst

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

Benefits offered by this job

Annual merit increases

Health, dental, vision, life insurance

Generous PTO & holidays

Fully remote work benefits

Job summary

Working Solutions is seeking a detail-oriented quality and data analyst to monitor agent performance, analyze KPIs, and drive process improvements across our programs. The role emphasizes turning data into actionable insights that uplift client outcomes while maintaining compliance with performance guidelines.

The ideal candidate has strong data analysis skills, experience in contact center operations, and the ability to communicate trends visually and verbally.

Qualifications

• Must be a US citizen or permanent resident for full-time employment.
• Minimum 5 years’ contact center operations experience.
• Minimum 2 years’ experience as a business data analyst.
• Experience interpreting data, reports and trends and recommending solutions.
• Experience presenting trends using verbal and graphical formats.

Responsibilities

• Review performance metrics and KPI targets.
• Analyze trends and propose improvement actions.
• Identify deviations and investigate root causes.
• Recommend process and tool improvements.
• Prepare and present performance reports.
• Participate in client and internal meetings.
• Monitor agent engagement and quality adherence.

Skills

Data analysis

Quality metrics

Report presentation

Communication skills

Tools

Excel

Data visualization

Job description

Working Solutions is seeking a detail-oriented quality and data analyst to monitor agent performance, analyze KPIs, and drive process improvements across our programs. The role emphasizes turning data into actionable insights that uplift client outcomes while maintaining compliance with performance guidelines.

The ideal candidate has strong data analysis skills, experience in contact center operations, and the ability to communicate trends visually and verbally.