Remote Program Performance & Quality Analytics Lead

Working Solutions; Butlerville (IN); Remote; USD 60,000 - 95,000; Full time

Benefits offered by this job

Annual merit increases

401(k) with company match

Generous paid time off

Fully remote work

Job summary

Working Solutions is seeking a qualified QA/Performance Analyst to monitor agent performance and ensure adherence to quality guidelines. You will analyze trends, report insights, and collaborate with clients to drive KPI improvements while maintaining strong agent engagement.

The role supports a fully remote work model with focus on data-driven decision making and process optimization to deliver superior client outcomes.

Qualifications

• Minimum 5 years of contact center operations experience.
• Minimum 2 years as a business data analyst.
• Experience interpreting data, reports, trends and situations and recommending solutions.
• Experience communicating trends/insights using verbal and graphical representation.

Responsibilities

• Complete research and training to understand client programs and performance metrics.
• Review issues and develop tactics to improve KPI performance.
• Analyze trends and deviations in customer and program patterns.
• Investigate root causes and propose quality improvements.
• Suggest process and tool improvements to boost workflow and KPIs.
• Utilize toolbox to improve processes, quality, KPIs and agent engagement.
• Participate in internal and client performance/quality meetings.
• Report and present feedback under tight deadlines.
• Identify KPI trends and opportunities from QA evaluations.

Skills

Contact center operations

Business data analysis

Data interpretation & trends

Trend reporting & insights

Tools

Vyne

Job description

Working Solutions is seeking a qualified QA/Performance Analyst to monitor agent performance and ensure adherence to quality guidelines. You will analyze trends, report insights, and collaborate with clients to drive KPI improvements while maintaining strong agent engagement.

The role supports a fully remote work model with focus on data-driven decision making and process optimization to deliver superior client outcomes.