Analyst - Contact Center Quality Assurance and Workforce FT (35167)

Goodwill San Antonio•San Antonio, TX

About The Position

The Contact Center Quality Assurance & Workforce Analyst administers and strengthens the contact center quality assurance program. The role monitors customer interactions, evaluates service quality, identifies coaching opportunities, and tracks performance improvement. Workforce planning and analytics are supporting functions that help leadership understand staffing trends, service-level impacts, and operational risks. The Analyst conducts quality reviews, maintains QA documentation and scorecards, supports calibration sessions, and shares performance insights with supervisors and leadership. The role also supports workforce reporting, trend analysis, and staffing visibility to help improve service delivery, customer satisfaction, employee effectiveness, and contractual performance. The position supports continuous improvement across quality, efficiency, customer experience, and employee performance. It documents processes and operational standards, works with vendors, clients, and internal stakeholders on contact center technologies, assists with troubleshooting, and presents findings through reports, dashboards, and presentations. Other duties may be assigned.

Requirements

Bachelor’s degree in business administration, management, information technology, statistics, data analytics, or a related field preferred; an associate’s degree plus experience may be considered in lieu of education.
3+ years of contact center experience, preferably with emphasis in quality assurance, workforce management, reporting, analytics, or operational performance.
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

Bachelor’s degree in a related field.
Bilingual English/Spanish.

Responsibilities

Design, administer, and continuously improve quality assurance programs for contact center operations.
Evaluate calls, chats, emails, and other customer interactions for service quality, policy adherence, and customer experience standards.
Conduct quality audits and performance analysis to identify trends, risks, and opportunities for improvement.
Develop recommendations and action plans to improve quality scores, customer satisfaction, and operational effectiveness.
Investigate escalations and customer service concerns, conduct root cause analysis, and recommend corrective actions.
Prepare QA reports, scorecards, dashboards, and business review materials for leadership and clients.
Partner with operations and training teams to identify knowledge gaps and support training resources, process guides, and performance improvement initiatives.
Support calibration sessions and quality review meetings to promote consistent application of quality standards.
Provide forecasting inputs to help leadership evaluate staffing needs and service-level risks.
Analyze call volume, workload trends, shrinkage, attendance, productivity, and attrition to support workforce planning.
Provide data, trends, and schedule impact analysis for resource planning across inbound, outbound, chat, and email channels.
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, including supporting workforce analysis.
Identify opportunities across QA results, service metrics, and workforce data and recommend improvements to customer experience, efficiency, and contract performance.
Provide staffing trend visibility and operational data to support resource discussions with management.
Support workforce management technologies, reporting systems, and contact center platforms to validate QA findings and performance trends.
Lead and support continuous improvement initiatives focused on quality, efficiency, customer experience, and employee performance.
Document processes, procedures, workflows, and operational standards.
Work with system vendors, clients, and internal stakeholders to maximize use of contact center technologies.
Provide operational insights and recommendations based on key performance indicators.
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.