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

Join our Team!

Work for GOOD at Goodwill

- Do you want to make a difference in your community while earning a paycheck?

- Would you like to help your community and environment every day that you come to work?

- Looking for a job that provides meaning as well as personal and professional development?

Goodwill San Antonio is one of the largest and most dynamic social enterprises in San Antonio.

We are an entrepreneurial nonprofit that provides employees the opportunity to innovate, grow and discover new skills, while generating revenue that funds both employee and community programs.

We are a diverse and inclusive organization founded and focused on Fighting Poverty and Creating Opportunity. We specialize in facilitating personal and professional growth for our employees, particularly those who may have experienced barriers to successful employment in the past.

We strive to maximize the value of each employee’s work and each donor’s donation to benefit our community and environment. Without Goodwill in our community, millions of pounds of perfectly usable items would be harming the environment in landfills. Instead, Goodwill employees are fueling a robust economy by recirculating used goods.

Our Good Careers Academy and Good Careers Centers Help Change Lives through the Power of Work as well by delivering education and meaningful job placement.

Explore careers with Goodwill in retail, production, warehouse, logistics, contact center customer service, career services, technology, document imaging, grounds maintenance, janitorial and facilities maintenance. Goodwill regularly partners with local, state and federal government agencies to provide additional diverse career opportunities.

We prefer to promote from within. Your growth and advancement is our priority.

Achieve your potential at Goodwill and beyond through our personal and professional skills development programs, supportive health and wellbeing benefits, competitive base and bonus pay, savings plans, personal financial education, store purchase discounts, paid time off, leadership development, tuition reimbursement and more .

Change Lives. Make a Difference.

Discover Purpose. Apply today at WorkforGoodSA.org .

Qualifications

POSITION SUMMARY

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Quality Assurance & Performance Management

- 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.

Workforce Planning & Analytics

- 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.

Continuous Improvement & Operational Support

- 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.

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.

- Bilingual English/Spanish preferred.

To learn more about Goodwill San Antonio and to view current open positions,
please visit www.goodwillsa.org OR www.WorkForGoodSA.org

Equal Opportunity Employer/Veterans/Disabled