Quality Optimization Analyst

Description

Currently seeking a Quality Optimization Analyst who will be responsible for data, reporting, and analytics that support Quality Assurance and contact center performance. This role transforms quality and operational data into actionable insights that inform decision-making, improve customer experience, and strengthen quality outcomes across multiple interaction channels.

Partnering closely with Quality, Operations, Training, and Leadership teams, the Quality Optimization Analyst develops and analyzes reports, identifies trends and emerging risks, and translates complex data into clear, meaningful insights. This role plays a critical part in driving continuous improvement by ensuring leadership has accurate, timely, and relevant data to support performance optimization and strategic planning.

Additional Skills & Qualifications

Develop, maintain, and deliver quality and contact center performance reports, dashboards, and analytics across multiple interaction channels

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Analyze QA, operational, and customer experience data to identify trends, patterns, risks, and opportunities for improvement

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Ensure data accuracy, integrity, and consistency across reporting sources and quality metrics

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Translate complex datasets into clear, actionable insights for Quality, Operations, Training, and Leadership teams

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Support leadership reporting needs, including trend summaries, performance reviews, and executive-level insights

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Partner with Quality Assurance and cross-functional teams to define, refine, and align quality metrics and success measures

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Monitor the effectiveness of quality initiatives and process changes through ongoing data analysis

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Identify data gaps, reporting limitations, and opportunities to improve analytics capabilities

Maintain documentation and reporting artifacts that are audit-ready and decision-ready

Experience Level

Intermediate Level

This is a Contract position based out of Chicago, IL.

The pay range for this position is $22.00 - $22.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully remote position.

This position is anticipated to close on Jul 2, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.