This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

We are seeking a Quality Optimization Analyst who will be responsible for data, reporting, and analytics that support Quality Assurance and contact center performance. This role transforms quality and operational data into actionable insights that inform decision-making, improve customer experience, and strengthen quality outcomes across multiple interaction channels.

• Develop, maintain, and deliver quality and contact center performance reports, dashboards, and analytics across multiple interaction channels
• Analyze QA, operational, and customer experience data to identify trends, patterns, risks, and opportunities for improvement
• Ensure data accuracy, integrity, and consistency across reporting sources and quality metrics
• Translate complex datasets into clear, actionable insights for Quality, Operations, Training, and Leadership teams
• Support leadership reporting needs, including trend summaries, performance reviews, and executive-level insights
• Partner with Quality Assurance and cross-functional teams to define, refine, and align quality metrics and success measures
• Monitor the effectiveness of quality initiatives and process changes through ongoing data analysis
• Identify data gaps, reporting limitations, and opportunities to improve analytics capabilities
• Maintain documentation and reporting artifacts that are audit-ready and decision-ready

Qualifications

• Experience in data analysis, reporting, or analytics supporting a contact center, quality assurance, or operations function
• Strong Excel proficiency, including advanced formulas, pivot tables, data validation, and data visualization
• Experience analyzing QA, operational, or customer experience metrics to identify trends and performance drivers
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights
• Excellent written and verbal communication skills, with the ability to present data clearly to varied audiences
• High attention to detail and commitment to data accuracy and integrity
• Experience in a contact center or regulated environment (e.g., healthcare, insurance, ACA)
• Familiarity with QA platforms, BI tools, or reporting systems (e.g., Power BI, NICE CXone)
• Experience supporting leadership reporting such as WBRs, MBRs, or executive dashboards
• Ability to quickly learn and adapt to new systems, tools, and technologies in a fast-paced environment
• Comfortable working in a remote/work-from-home environment, with the ability to manage time effectively and remain engaged and accountable

Benefits

• 401(k) matchable up to 4%
• Individuals Care Health Reimbursement Arrangement (ICHRA)
• Paid time off (PTO)
• Paid Training
• Supportive Environment
• Work From Home Opportunity