Remote Program Performance & Quality Analyst

Working Solutions

North Carolina

Remote

USD 65,000 - 85,000

Full time

6 days ago

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Benefits offered by this job

Annual merit increases

Comprehensive health/dental/vision/lif

401(k) with company match

Generous paid time off

Fully remote work

Job summary

Working Solutions is seeking a detail-oriented professional to monitor agent performance and ensure adherence to quality guidelines. The role emphasizes data analysis, KPI tracking, and continuous process improvement in a fully remote setting.

The ideal candidate has 5+ years in contact center operations or analytics, and can translate trends into actionable recommendations while communicating insights clearly to stakeholders.

Qualifications

US resident or citizen and able to work full-time remotely.
5+ years in contact center operations or related analytics roles.
Experience interpreting data, reports, trends and providing actionable insights.
Ability to communicate trends and insights with data visuals.

Responsibilities

Monitor and review agent performance to meet quality guidelines.
Analyze trends, identify deviations, and recommend improvement tactics.
Investigate root causes and propose solutions to raise KPIs.
Prepare and present feedback and reports under tight deadlines.
Collaborate in internal/client performance and quality meetings.
Support process/tools enhancements to improve workflows.

Skills

Data analysis

Quality assurance

KPI analysis

Root cause analysis

Trend analysis

Verbal communication

Graphic data presentation

Process improvement

Tools

Vyne

Job description

The ideal candidate has 5+ years in contact center operations or analytics, and can translate trends into actionable recommendations while communicating insights clearly to stakeholders.

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