Program Performance Specialist

About This Opportunity

We are representing a confidential contact center organization in their search for a Program Performance Specialist. This remote role focuses on monitoring agent performance, analyzing quality metrics, and driving process improvements across client programs. Our talent team is seeking an experienced professional who excels at data analysis and quality assurance in contact center environments.

Responsibilities

• Monitor and review agent performance to ensure all performance and quality guidelines are met
• Complete research and training to understand client business and program requirements, with detailed knowledge of performance and quality metrics
• Review top issues and develop action plans to improve program KPIs
• Analyze trends and identify deviations in customer and program patterns
• Investigate root causes and recommend solutions to improve overall program quality
• Recommend improvements to processes, internal tools, documentation, and technology
• Utilize available tools to improve processes, quality, KPIs, and agent engagement including education modules and round table sessions
• Participate in internal and client performance and quality meetings
• Report, summarize, and present feedback efficiently under tight deadlines
• Identify and compare QA evaluation scores and KPIs to identify trends and opportunities
• Provide results reporting as requested

What We're Looking For

• US citizen or permanent resident required
• Minimum 5 years of contact center operations experience preferred
• Minimum 2 years of experience as a business data analyst preferred
• Proven experience interpreting and analyzing data, reports, processes, trends, and situations and recommending solutions
• Strong ability to communicate trends and insights using both verbal and graphical representation
• Experience with quality assurance in contact center environments
• Excellent analytical and problem-solving skills
• Ability to work independently in a remote environment
• Must be a legal resident of one of the following states: AR, AZ, FL, IN, IA, MI, NC, NE, OH, TN, TX

How We Work With You

Candidates apply through Get A Job.ai, where our recruiting team will review your qualifications and conduct an initial screening. If your experience aligns with our client's needs, we will submit your profile for consideration. Please do not attempt to contact the client directly, as all communication must flow through our team to protect the integrity of the search process.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Employment Opportunity: Get A Job.ai is committed to providing equal employment opportunities to all applicants regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic under applicable law.