The Operations Analyst II – Performance Improvement Analyst leverages a conversational intelligence and quality management platform to analyze agent and customer interaction data using automated quality evaluations. This role establishes performance baselines, identifies trends and root causes, and measures the impact of improvement initiatives to provide actionable recommendations that improve operational performance, customer outcomes, and key business metrics.
Working closely with vendor supervisors, trainers, coaches, operational leadership, and internal business partners, the Performance Improvement Analyst helps stakeholders focus on trends, behaviors, and improvement opportunities that have the greatest impact on operational, customer experience, and business performance metrics.
The ideal candidate combines strong business acumen with exceptional analytical and problem-solving skills and a passion for continuous improvement. This individual builds collaborative partnerships across Operations, Training, Quality, Vendor Management, and Leadership to translate data into focused improvement plans.
Key Responsibilities
- Leverage conversational intelligence and quality management platforms to analyze customer interaction data, identify trends and root causes, and provide actionable recommendations.
- Collaborate with Operations, Quality, Training & Development, vendor leadership, and other analysts to translate insights into targeted action plans.
- Lead or support performance improvement initiatives, define success metrics, and measure effectiveness.
- Develop reports, dashboards, and presentations to monitor initiatives and track progress against established baselines and performance metrics.
- Identify knowledge and skill gaps and partner with Training & Development, Quality, and vendor leadership on targeted learning and coaching initiatives.
- Recommend enhancements to the quality evaluation framework to align with business objectives, customer expectations, and regulatory requirements.
- Champion the effective use of quality programs and conversational intelligence to identify trends and drive continuous improvement.
Qualifications
Required
- 3+ years of experience in contact center analytics, performance improvement, quality analytics, operations, customer experience, or a related analytical role.
- Strong business acumen and ability to connect customer interaction insights to operational performance and business priorities.
- Advanced analytical, critical-thinking, and problem-solving skills, including trend identification and root cause analysis.
- Experience with conversational intelligence, speech analytics, quality management systems, customer experience platforms, or similar technologies.
- Experience establishing performance baselines and developing reports, dashboards, and performance metrics.
- Ability to lead or support cross-functional performance improvement initiatives and influence stakeholders through data-driven recommendations.
- Excellent presentation, facilitation, and analytical storytelling skills.
- Advanced proficiency in Microsoft Excel and reporting/dashboard tools.
- Ability to manage multiple priorities in a fast-paced, results-oriented environment.
Education Requirements:
High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.
Physical Requirements:
Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Listen, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.