Remote Program Performance & Quality Lead

Working Solutions; Tennessee; À distance; USD 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Annual merit increases

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) with company match

Generous paid time off

Holidays

Volunteer time

Fully remote work

Résumé du poste

Working Solutions in the United States is seeking a skilled professional to monitor agent performance and ensure adherence to quality guidelines. This role focuses on data-driven improvements across voice and digital interactions, contributing to client success.

You will analyze trends, report findings, and collaborate with internal and client teams to optimize processes, tools, and training for top KPIs, while enjoying fully remote work.

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, trends and situations and recommending solutions.
• Experience communicating trends/insights using both verbal and graphical representation.

Responsabilités

• Monitor and review agent performance to meet guidelines and improve KPIs.
• Review top issues and develop tactics to improve programs KPI’s.
• Analyze trends and identify deviations in customer and program patterns.
• Investigate root causes and propose solutions to improve KPIs.
• Recommend ways to improve processes, internal tools, and documentation.
• Utilize toolbox to improve processes, quality and agent engagement.
• Participate in internal and client performance/quality meetings.
• Report, summarize, and present feedback efficiently and under deadlines.
• Identify/compare QA evaluation scores and KPIs to look for trends.
• Ensure clients receive superior results and KPIs are met or exceeded.
• Provide results reporting to Working Solutions as requested.

Connaissances

Contact center operations

Business data analysis

Data interpretation

Trends identification

Verbal & visual communication

Description du poste

Working Solutions in the United States is seeking a skilled professional to monitor agent performance and ensure adherence to quality guidelines. This role focuses on data-driven improvements across voice and digital interactions, contributing to client success.

You will analyze trends, report findings, and collaborate with internal and client teams to optimize processes, tools, and training for top KPIs, while enjoying fully remote work.