Minimum qualifications:

• Bachelor's degree in Education, Instructional Design, a related field, or equivalent practical experience.
  
• 4 years of experience in support operations or enabling vendor operations
  
• Experience structuring agent quality programs and performing deep analytical work with data
  
  

Preferred qualifications:

• Experience collecting, synthesizing, analyzing, and visualizing sources of data used to derive insights and form recommendations to improve operational efficiency.
  
• Experience with dashboard tools such as SQL, Dremel, or Tableau.
  
• Ability to create quality assurance processes that audit performance.
  
• Ability to foresee and fix process gaps.
  
• Ability to work with vendor partners and encourage collaboration.
• Excellent project management skills with the ability to plan, coordinate and execute assigned tasks.