Quality and Performance Analyst

World Stridesis the global leader in educational travel and experiential learning. The company was founded in 1967 to provide middle school travel programs to Washington, D.C. and has grown to provide a wide range of programs for more than half a million students annually to over 100 countries around the world. World Strides offers experiential learning programs in educational travel, performing arts, language immersion, career exploration, service-learning, study abroad, and sports.

Each of these experiences helps students to see beyond the classroom and to see the world – and themselves – in new ways.

Job Description:

The Quality & Performance Analyst serves as a strategic business partner responsible for evaluating organizational performance, identifying operational improvement opportunities, and developing data-driven recommendations that enhance admissions effectiveness, sales execution, training outcomes, and customer experience.
Reporting to the Senior Manager of Training, this position independently investigates performance challenges, evaluates business processes, and advises Admissions and Training leadership on strategies to improve organizational results.
The analyst exercises independent judgment in establishing analytical approaches, evaluating alternative solutions, prioritizing improvement opportunities, and recommending changes to operational practices and performance management strategies.

Responsibilities:

Performance Analysis and Operational Improvement

• Independently assess admissions performance across conversion rates, quality scores, contact rates, and other operational indicators to identify significant business challenges and improvement opportunities.
• Conduct comprehensive root-cause analyses of performance deficiencies and develop recommendations addressing process effectiveness, advisor behaviors, training gaps, and customer experience.
• Evaluate alternative operational improvement strategies and recommend solutions based on anticipated business impact, resource requirements, and organizational priorities.
• Advise Admissions leadership on performance risks, operational trends, and opportunities to improve sales effectiveness.

Quality Assurance Strategy and Governance

• Evaluate and recommend enhancements to quality assurance methodologies, evaluation criteria, and performance measurement standards.
• Assess the effectiveness of AI-powered quality assurance tools, including Talkdesk QA AI, and recommend improvements to scoring accuracy, evaluation methodologies, and analytical practices.
• Lead quality calibration initiatives with Admissions leadership, resolving evaluation inconsistencies and recommending changes to quality standards.
• Conduct targeted interaction reviews and quality investigations to validate performance trends and support broader operational recommendations.

Training Effectiveness and Performance Development

• Partner with Training leadership to evaluate training effectiveness and identify organizational development priorities.
• Develop recommendations for targeted coaching initiatives, curriculum enhancements, and performance reinforcement strategies.
• Evaluate onboarding outcomes and recommend adjustments to improve new-hire productivity, sales readiness, and performance consistency.
• Establish analytical approaches to measure training effectiveness and determine the business impact of improvement initiatives.

Cross-Functional Business Partnership

• Serve as an internal advisor to Admissions, Training, Product, and Marketing leadership on quality and performance improvement opportunities.
• Interpret customer sentiment, advisor behavior, and interaction trends to identify systemic customer experience challenges.
• Present findings, alternative solutions,…