Quality and Performance Analyst

Job Description:

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

Responsibilities:

Performance Analysis and Operational Improvement

• Independently assess admissions performance across conversion rates, quality scores, contact rates, and other operational indicators to identify significant business challenges and improvement opportunities.
• Conduct comprehensive root-cause analyses of performance deficiencies and develop recommendations addressing process effectiveness, advisor behaviors, training gaps, and customer experience.
• Evaluate alternative 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.

Quality Assurance Strategy and Governance

• Evaluate and recommend enhancements to quality assurance methodologies, evaluation criteria, and performance measurement standards.
• Assess the effectiveness of 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, resolving evaluation inconsistencies and recommending changes to quality standards.
• Conduct targeted interaction reviews and quality investigations to validate performance trends and support broader operational recommendations.

Training Effectiveness and Performance Development

• Partner with Training leadership to evaluate training effectiveness and identify organizational development priorities.
• Develop recommendations for 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.

Cross-Functional Business Partnership

• Serve as an internal advisor to 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.

Qualifications:

• 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.
• Familiarity with AI-powered quality assurance platforms and performance analytics tools is a plus.

Education and Experience

• Bachelor's degree in Business Administration, Organizational Development, or a related field preferred.
• Two to five years of relevant experience in performance analysis, quality assurance strategy, sales operations, business analytics, or organizational improvement preferred.
• Demonstrated experience independently analyzing business problems and presenting recommendations to management.
• Experience within contact center, admissions, or sales operations environments strongly preferred.

Work Perks

• Comprehensive health benefits: medical, dental, vision, life, AD&D, accident, critical illness, disability insurance, FSA/HSA options with employer HSA contributions, and a generous 401(k) match.
• Generous paid time off including 11 paid company holidays, 25 PTO days the first year (prorated), 1 paid volunteer day, 4 mental health days, and bereavement
• Professional development support, including up to $5,250 annually for tuition reimbursement and up to $1,000 for certifications annually
• Opportunities for paid and discounted travel
• Flexible work schedule providing on-site, remote, and hybrid office opportunities
• Encouraged participation in a wide variety of Employee Resource Groups
• Employee Assistance Program (EAP) 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

Compensation Range 60000 - 60000 USD