Quality and Performance Analyst

Job Summary

To enhance organizational performance, the full-time Quality and Performance Analyst will evaluate admissions effectiveness, identify operational improvement opportunities, and develop data-driven recommendations while working remotely.

Key responsibilities

• Independently assess admissions performance and conduct root-cause analyses to identify business challenges and improvement opportunities
• Evaluate and recommend enhancements to quality assurance methodologies and performance measurement standards
• Partner with Training leadership to evaluate training effectiveness and develop recommendations for curriculum enhancements and coaching initiatives

Required qualifications

• Bachelor's degree in Business Administration, Organizational Development, or a related field preferred
• Two to five years of relevant experience in performance analysis, quality assurance strategy, or sales operations preferred
• Strong analytical and critical-thinking capabilities with experience evaluating complex business performance challenges
• Proficiency with Excel, contact center reporting platforms, or comparable business intelligence tools
• Strong understanding of sales and contact center performance indicators, including conversion, quality, and customer experience metrics