Quality and Performance Analyst

The role

The Quality & Performance Analyst evaluates organizational performance and finds ways to improve admissions effectiveness, sales execution, training outcomes, and customer experience. The role reports to the Senior Manager of Training and advises Admissions and Training leadership with data-driven recommendations.

What you will do

• Assess admissions performance across conversion rates, quality scores, and contact rates
• Conduct root-cause analyses of performance problems and recommend fixes
• Evaluate and recommend improvements to quality assurance methods and standards
• Assess AI-powered quality assurance tools, including Talkdesk QA AI
• Lead quality calibration initiatives with Admissions leadership
• Partner with Training leadership to evaluate training effectiveness
• Recommend coaching, curriculum, and onboarding improvements
• Advise Admissions, Training, Product, and Marketing leadership on quality and performance
• Interpret customer sentiment and advisor behavior trends
• Present findings and recommendations to leadership

Required qualifications

• Strong analytical and critical-thinking skills
• Ability to independently assess operational issues and develop recommendations
• Experience with quality assurance programs, performance management, and continuous improvement
• Proficiency with Excel, contact center reporting platforms, or comparable business intelligence tools
• Understanding of sales and contact center performance indicators
• Ability to communicate analytical findings to management
• Strong cross-functional collaboration and stakeholder management skills

Nice to have

• Bachelor's degree in Business Administration, Organizational Development, or a related field
• Two to five years of experience in performance analysis, quality assurance, sales operations, business analytics, or organizational improvement
• Experience in contact center, admissions, or sales operations environments
• Familiarity with AI-powered quality assurance platforms and performance analytics tools

Benefits

• Medical, dental, vision, life, AD&D, accident, critical illness, and disability insurance
• FSA/HSA options with employer HSA contributions
• 401(k) with a generous match
• 25 PTO days the first year (prorated) and 11 paid company holidays
• 1 paid volunteer day and 4 mental health days
• Bereavement leave
• Up to $5,250 annually for tuition reimbursement
• Up to $1,000 annually for certifications
• Opportunities for paid and discounted travel
• Employee Resource Groups
• Employee Assistance Program and wellness resources, including fitness centers at select locations
• Paid parental, caregiver, and disability leave

Before you apply

• Must be legally authorized to work in the United States
• Sponsorship will not be provided for this position

About the company

WorldStrides is a global leader in educational travel and experiential learning, founded in 1967. It serves more than half a million students each year across over 100 countries.