Remote Program Performance & Quality Specialist

Working Solutions; Clayton (NC); Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Annual merit increases

Comprehensive benefits package (health

401(k) with company match

Generous paid time off

Fully remote work

Job summary

Working Solutions is seeking a dedicated quality and performance analyst to monitor agent performance and ensure adherence to guidelines. You will document processes to help grow client contracts and drive top results.

With a focus on agent engagement, call quality, and data-driven insights, you will analyze trends, identify deviations, and propose practical improvements to KPIs. This is a fully remote US role with competitive benefits.

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

Responsibilities

• Continuously monitor and review performance of Working Solutions Agents and document processes.
• Review issues and develop tactics to improve KPI performance.
• Analyze trends and identify deviations in customer and program patterns.
• Investigate root causes and propose solutions to improve KPIs.
• Suggest improvements to processes, tools, documentation and technology.
• Utilize available toolbox to improve processes, KPIs and agent engagement.
• Participate in internal and client performance/quality meetings.
• Report, summarize and present feedback efficiently under tight deadlines.
• Identify/compare QA scores and KPIs to spot trends and opportunities.
• Ensure clients receive superior results and KPIs are met or exceeded.
• Provide results reporting to Working Solutions as requested.

Skills

Data analysis

Performance metrics

Trend analysis

Communication

Problem solving

Job description

Working Solutions is seeking a dedicated quality and performance analyst to monitor agent performance and ensure adherence to guidelines. You will document processes to help grow client contracts and drive top results.

With a focus on agent engagement, call quality, and data-driven insights, you will analyze trends, identify deviations, and propose practical improvements to KPIs. This is a fully remote US role with competitive benefits.