Remote Program Performance & Quality Analyst

Working Solutions; Yuma (AZ); Remote; USD 70,000 - 90,000; Full time

Benefits offered by this job

Merit increases

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) with company match

Paid time off

Job summary

Working Solutions is seeking a QA/Performance Analyst to continuously monitor agent performance, ensure adherence to quality guidelines, and document internal processes. The role focuses on improving agent engagement, call quality, and KPI outcomes for client programs, with responsibilities spanning data interpretation and strategic recommendations.

The ideal candidate has strong experience in contact center operations and data analytics, with the ability to communicate insights visually and

Qualifications

• 5+ years of contact center operations experience preferred.
• 2+ years of business data analysis experience preferred.
• Experience interpreting data, reports, trends and situations and recommending solutions.
• Experience communicating trends/insights verbally and visually.

Responsibilities

• Monitor and review agent performance to ensure adherence to quality guidelines and document processes.
• Analyze trends and identify deviations to improve KPI performance.
• Investigate root causes and propose solutions to boost KPI scores.
• Suggest improvements to processes, tools, and documentation to enhance workflow.
• Engage in client and internal performance/quality meetings and report findings.

Skills

Contact center operations

Data analysis

Data interpretation

Verbal communication

Job description

Working Solutions is seeking a QA/Performance Analyst to continuously monitor agent performance, ensure adherence to quality guidelines, and document internal processes. The role focuses on improving agent engagement, call quality, and KPI outcomes for client programs, with responsibilities spanning data interpretation and strategic recommendations.

The ideal candidate has strong experience in contact center operations and data analytics, with the ability to communicate insights visually and