Remote Program Performance & Quality Specialist

Working Solutions; Lake Michigan Beach (MI); Remote; USD 65,000 - 85,000; Full time

Benefits offered by this job

Annual merit increases

Health benefits

Generous paid time off

Remote work culture

Job summary

Working Solutions, a fully remote employer in the United States, seeks a skilled professional to monitor and review performance of agents, ensuring adherence to quality guidelines and documenting processes to drive client success. The role emphasizes quality of agent engagement, call mechanics, and top performance across voice and digital interactions.

Candidates should have experience in contact center operations and data analytics, with a proven ability to analyze trends, report findings, and

Qualifications

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

Responsibilities

• Complete research and/or training to understand the client’s business and program requirements with detail on performance/quality metrics.
• Review top issues and develop tactics to improve KPI performance.
• Analyze trends and identify deviations/exceptions in customer and program patterns.
• Investigate root causes and recommend solutions to improve KPIs.
• Suggest process, tool, documentation, and tech improvements to workflow.
• Utilize tools to improve processes, quality, KPIs and agent engagement.
• Participate in internal and client performance/quality meetings.
• Report, summarize, and present feedback efficiently under deadlines.
• Identify/compare QA evaluation scores and KPIs for trends and opportunities.
• Ensure clients receive superior results and KPIs met or exceeded.
• Provide results reporting to Working Solutions as requested.

Skills

Quality assurance

Data analysis

Trend analysis

Performance metrics

Job description

Working Solutions, a fully remote employer in the United States, seeks a skilled professional to monitor and review performance of agents, ensuring adherence to quality guidelines and documenting processes to drive client success. The role emphasizes quality of agent engagement, call mechanics, and top performance across voice and digital interactions.

Candidates should have experience in contact center operations and data analytics, with a proven ability to analyze trends, report findings, and