Remote Program Performance & Quality Analyst

Working Solutions; United States; On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Salary increases

Health/dental/vision

401(k) with match

Paid time off

Holidays & volunteering

Fully remote culture

Job summary

Working Solutions seeks a quality-focused professional to monitor and improve agent performance across remote teams. You will analyze performance metrics, identify KPI trends, and document processes to support client programs.

This role emphasizes data-driven insights and cross-functional collaboration to maintain superior results. Qualified candidates will have 5+ years in contact center operations and 2+ years as a data analyst, with strong written/spoken communication of trends.

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, and trends and recommending solutions.
• Experience communicating trends/insights using 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 KPI performance.
• Analyze trends and identify deviations/exceptions in customer/program patterns.
• Investigate root causes and recommend solutions to improve KPIs.
• Recommend ways to improve processes, tools, documentation, and technology to improve workflow.
• Utilize tools to improve processes, quality, KPIs and agent engagement (education modules, sessions, Vyne updates).
• Participate in internal and client performance/quality meetings.
• Report, summarize, and present feedback under tight deadlines.
• Identify/compare QA evaluation scores and KPIs to spot trends and opportunities.
• Ensure clients receive superior results and all KPIs are met/exceeded.
• Provide results reporting to Working Solutions as requested.

Skills

Contact center ops

Data analysis

Data visualization

Trend analysis

Communication

Job description

Working Solutions seeks a quality-focused professional to monitor and improve agent performance across remote teams. You will analyze performance metrics, identify KPI trends, and document processes to support client programs.

This role emphasizes data-driven insights and cross-functional collaboration to maintain superior results. Qualified candidates will have 5+ years in contact center operations and 2+ years as a data analyst, with strong written/spoken communication of trends.