Analyst - Contract Center Quality Assurance and Workforce FT (35206)

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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.

POSITION SUMMARY

The Contract Center Quality Assurance & Workforce Analyst performs assigned quality assurance reviews, maintains QA documentation and scorecards, and provides routine operational reporting under the direction of contact center management. The position supports the contact center quality assurance and workforce management functions. The Analyst compiles established workforce and performance data, monitors routine service indicators, and escalates identified trends or risks to management.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Quality Assurance Support

• Conduct assigned reviews of calls, chats, email communications, and other customer service interactions using approved evaluation forms and standards.
• Document review results accurately and maintain QA records, scorecards, and supporting files.
• Identify recurring service, policy adherence, or customer experience observations and elevate them to the manager for review.
• Support calibration sessions and quality review meetings by preparing samples, documentation, and summaries.
• Assist supervisors and trainers with information needed to address documented knowledge gaps and coaching opportunities.
• Prepare routine QA summaries and recurring reports using established formats and management approved metrics.
• Workforce and Reporting Support
• Compile call volume, workload, attendance, productivity, schedule, and service level data from approved systems.
• Maintain recurring operational reports, trackers, dashboards, and trend summaries using established templates.
• Monitor real time operating conditions and promptly notify management of potential coverage, service level, or quality concerns.
• Provide data and schedule impact information requested by leadership to support staffing discussions.
• Assist with workforce management systems, reporting tools, and contact center platforms, including routine data validation and troubleshooting escalation.
• Support short term reporting and forecasting inputs; final forecasts, schedules, staffing models, and resource decisions remain the responsibility of management.

Operational Support

• Document assigned procedures, workflows, job aids, and reporting steps.
• Assist with approved process improvement activities by compiling data, tracking actions, and documenting outcomes.
• Prepare routine materials for internal operating reviews and audits.
• Provide administrative and analytical support for contact center projects as assigned.
• Perform other related duties within the scope and level of the position.

MINIMUM REQUIREMENTS

• Associate degree in business, management, information technology, data analytics, or a related field preferred; relevant contact center experience may be considered in lieu of education.
• Two or more years of contact center experience, preferably involving quality reviews, reporting, scheduling support, workforce support, or operational performance.
• Experience maintaining records, scorecards, trackers, or recurring operational reports.
• Working knowledge of contact center measures such as service level, average handle time, quality assurance, customer satisfaction, attendance, and productivity.
• Intermediate Microsoft Excel and reporting skills, including the ability to organize data and identify basic trends.
• Ability to follow established procedures, maintain confidentiality, communicate observations clearly, and escalate issues appropriately.
• Experience with contact center, quality monitoring, or workforce management systems preferred.
• 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