Quality and Performance Analyst

WorldStrides • Charlottesville, VA

1d

About The Position

The Quality & Performance Analyst serves as a strategic business partner who evaluates organizational performance, identifies operational improvement opportunities, and develops data-driven recommendations to enhance admissions effectiveness, sales execution, training outcomes, and customer experience. Reporting to the Senior Manager of Training, the analyst independently investigates performance challenges, evaluates business processes, and advises Admissions and Training leadership on strategies to improve organizational results. The role exercises independent judgment in establishing analytical approaches, evaluating alternative solutions, prioritizing improvement opportunities, and recommending changes to operational practices and performance management strategies.

Requirements

• Strong analytical and critical-thinking capabilities, with demonstrated experience evaluating complex business performance challenges.
• Ability to independently assess operational issues, evaluate alternative solutions, and develop actionable business recommendations.
• Experience with quality assurance programs, performance management methodologies, and continuous improvement initiatives.
• Proficiency with Excel, contact center reporting platforms, or comparable business intelligence tools.
• Strong understanding of sales and contact center performance indicators, including conversion, quality, productivity, and customer experience metrics.
• Demonstrated ability to communicate analytical findings and strategic recommendations to management.
• Strong cross-functional collaboration, consultation, and stakeholder management skills.
• Demonstrated experience independently analyzing business problems and presenting recommendations to management.
• Legally authorized to work in the United States; employment sponsorship is not provided.

Nice To Haves

• Familiarity with AI-powered quality assurance platforms and performance analytics tools.
• Bachelor's degree in Business Administration, Organizational Development, or a related field.
• Two to five years of relevant experience in performance analysis, quality assurance strategy, sales operations, business analytics, or organizational improvement.
• Experience within contact center, admissions, or sales operations environments.

Responsibilities

• Independently assess admissions performance across conversion rates, quality scores, contact rates, and other operational indicators to identify business challenges and improvement opportunities.
• Conduct root-cause analyses of performance deficiencies and recommend improvements addressing process effectiveness, advisor behaviors, training gaps, and customer experience.
• Evaluate operational improvement strategies and recommend solutions based on anticipated business impact, resource requirements, and organizational priorities.
• Advise Admissions leadership on performance risks, operational trends, and opportunities to improve sales effectiveness.
• Evaluate and recommend enhancements to quality assurance methodologies, evaluation criteria, and performance measurement standards.
• Assess AI-powered quality assurance tools, including Talkdesk QA AI, and recommend improvements to scoring accuracy, evaluation methodologies, and analytical practices.
• Lead quality calibration initiatives with Admissions leadership, resolve evaluation inconsistencies, and recommend changes to quality standards.
• Conduct targeted interaction reviews and quality investigations to validate performance trends and support operational recommendations.
• Partner with Training leadership to evaluate training effectiveness and identify organizational development priorities.
• Recommend targeted coaching initiatives, curriculum enhancements, and performance reinforcement strategies.
• Evaluate onboarding outcomes and recommend adjustments to improve new-hire productivity, sales readiness, and performance consistency.
• Establish analytical approaches to measure training effectiveness and determine the business impact of improvement initiatives.
• Advise Admissions, Training, Product, and Marketing leadership on quality and performance improvement opportunities.
• Interpret customer sentiment, advisor behavior, and interaction trends to identify systemic customer experience challenges.
• Present findings, alternative solutions, and recommendations to leadership to inform operational decisions.
• Collaborate with business leaders to establish improvement priorities and evaluate the results of implemented changes.

Benefits

• Comprehensive health benefits, including medical, dental, vision, life, AD&D, accident, critical illness, and disability insurance.
• FSA/HSA options with employer HSA contributions.
• Generous 401(k) match.
• Paid time off, including 11 paid company holidays, 25 PTO days in the first year (prorated), one paid volunteer day, four mental health days, and bereavement leave.
• Professional development support, including up to $5,250 annually for tuition reimbursement and up to $1,000 annually for certifications.
• Opportunities for paid and discounted travel.
• Flexible work schedule with on-site, remote, and hybrid office opportunities.
• Employee Resource Groups.
• Employee Assistance Program and wellness resources, including fitness centers at select locations.
• Paid parental, caregiver, and disability leave.
• Team Member Discount Program.
• Engaging, collaborative, and fun work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level