Analyst - Contact Center Quality Assurance and Workforce FT

Goodwill San Antonio•San Antonio, TX

1d•$50,074 - $53,000•Onsite

About The Position

The Contact Center Quality Assurance & Workforce Analyst is primarily responsible for administering and strengthening the contact center quality assurance program, including monitoring interactions, evaluating service quality, identifying coaching opportunities, and tracking performance improvement. Workforce planning and analytics are performed as a supporting function to help leadership understand staffing trends, service level impacts, and operational performance risks. The Analyst supports contact center operations by conducting quality reviews, maintaining QA documentation and scorecards, supporting calibration sessions, and providing performance insights to supervisors and leadership. The role also assists with workforce related reporting, trend analysis, and staffing visibility to support service delivery, customer satisfaction, employee effectiveness, and contractual performance expectations.

Requirements

Bachelor’s degree in business administration, management, information technology, statistics, data analytics, or a related field preferred. Will consider an associate’s degree + experience in leu of education.
3+ years of experience in a contact center environment with emphasis in quality assurance, workforce management, reporting, analytics, or operational performance preferred
Experience conducting quality evaluations and performance audits.
Experience with workforce forecasting, staffing analysis, scheduling, and reporting functions.
Experience supporting contact center technologies, call management systems, and workforce management tools.
Experience preparing executive level reports and performance dashboards.
Strong analytical and problem solving abilities.
Advanced Microsoft Excel and reporting skills.
Experience with contact center platforms, workforce management systems, and quality monitoring tools.
Knowledge of KPIs including Service Level, Average Handle Time (AHT), Occupancy, Quality Assurance, Customer Satisfaction, and Productivity metrics.
Ability to analyze large datasets and translate findings into actionable recommendations.
Excellent verbal, written, and presentation skills.
Strong organizational and project management skills.
Ability to collaborate effectively across departments and with external clients.

Nice To Haves

Bilingual English/Spanish preferred.

Responsibilities

Design, administer, and continuously improve quality assurance programs for contact center operations.
Evaluate customer interactions including calls, chats, email communications, and other customer service channels to measure service quality, policy adherence, and customer experience standards.
Conduct detailed quality audits and performance analysis to identify trends, risks, and improvement opportunities.
Develop action plans and recommendations to improve quality scores, customer satisfaction, and operational effectiveness.
Investigate escalations and customer service concerns, performing root cause analysis and recommending corrective actions.
Prepare quality assurance reports, scorecards, dashboards, and business review materials for leadership and clients.
Partner with operations and training teams to identify knowledge gaps and assist in developing training resources, process guides, and performance improvement initiatives.
Support calibration sessions and quality review meetings to ensure consistent application of quality standards.
Support leadership with short and long term forecasting inputs used to evaluate staffing needs and service level risks.
Analyze call volume, workload trends, shrinkage, attendance, productivity, and attrition metrics to provide supporting data for workforce planning efforts.
Assist leadership and operations with resource planning across inbound, outbound, chat, and email channels by providing data, trends, and schedule impact analysis.
Monitor real time operational performance and communicate observations that may affect staffing coverage, service levels, or quality outcomes.
Generate and maintain operational reports, dashboards, and trend summaries, with workforce data included as supporting analysis for leadership review.
Identify trends and opportunities through QA results, service metrics, and workforce data to support recommendations that improve customer experience, efficiency, and contract performance.
Collaborate with management by providing staffing trend visibility and operational data to support resource discussions.
Support workforce management technologies, reporting systems, and contact center platforms as needed to validate QA findings and operational performance trends.
Lead and support continuous improvement initiatives focused on quality, efficiency, customer experience, and employee performance.
Document processes, procedures, workflows, and operational standards.
Interface with system vendors, clients, and internal stakeholders to maximize utilization of contact center technologies.
Provide operational insights and recommendations based on analysis of key performance indicators (KPIs).
Assist with troubleshooting contact center technologies and reporting systems.
Support business reviews, client meetings, operational audits, and strategic initiatives.
Present findings and recommendations to leadership through written reports, dashboards, and presentations.
Perform other duties as assigned.