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Program Performance Specialist
Working SolutionsProgram Performance Specialist monitoring performance and quality guidelines for Working Solutions Agents. Focusing on agent engagement and satisfaction while analyzing trends and identifying improvements.
Posted 7/27/2026part-timeRemote • Arizona, Florida, Iowa, Missouri, New York, North Carolina, Ohio, Tennessee, Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in analyzing data trends and providing actionable insights to enhance program quality and performance. Proficient in communicating findings effectively through verbal and graphical means while ensuring compliance with operational standards.
Highest-signal resume keywords
Contact Center Operations ExperienceBusiness Data AnalysisData Interpretation and AnalysisVerbal and Graphical CommunicationKPI Monitoring and Reporting
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisTrend AnalysisProcess ImprovementRoot Cause InvestigationKPI Evaluation
Soft Skills
Effective CommunicationProblem SolvingCollaborationTime Management
Tools & Technologies
Internal ToolsDocumentation Software
Industry Keywords
Quality AssurancePerformance MonitoringContact CenterClient Relations
About the role
Key responsibilities & impact- Continuously monitor and review performance of Working Solutions Agents
- Complete research and/or training necessary to understand client’s business and program requirements
- Review top issues and process improvement recommendations
- Analyze trends and identify deviations/exceptions in customer and program patterns
- Investigate root causes and recommend solutions to improve overall program quality in KPIs
- Recommend ways to improve processes, internal tools, documentation, and technology
- Participate in internal and client performance/quality meetings
- Report, summarize, and present feedback efficiently under tight deadlines
- Identify/compare QA evaluation scores and KPIs to look for trends
Requirements
What you’ll need- Minimum 5 years’ contact center operations experience preferred
- Minimum 2 years’ experience as a business data analyst preferred
- Previous experience interpreting and analyzing data, reports, processes, trends and situations and recommending solutions
- Previous experience communicating trends/insights using both verbal and graphical representation
- Must be a US citizen or permanent resident to be considered for full-time employment
Benefits
Comp & perks- Privacy Policy for SMS messages
- Equal pay for equal work
- Regular review of compensation practices