Hybrid Workforce and Quality Analyst

at WGU Advancement

• Job title: Workforce and Quality Analyst
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $45,300 - $67,900 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Salt Lake City, United States

About the role

• Workforce and Quality Analyst managing assessment and student services at WGU. Responsible for communication, monitoring volumes, and improving operational efficiency through data analysis.

Responsibilities

• The Workforce and Quality Analyst will have a thorough understanding of Assessment Services and or Student Services processes and procedures
• Support strategic communication with Specialist, Supervisors and Managers by monitoring call, cases and chat volumes
• Responsible for documenting and communicating all issues that impact service level agreements (SLA) while ensuring all staff are efficiently utilized and in the proper channel/task
• This will include exception management and applying mitigation tactics when vendor and internal site outages occur
• Runs and analyzes reports and adjusts staffing levels to meet departmental productivity and service level goals
• Assists in developing, creating, and implementing quality processes and procedures
• Makes recommendations for enhancements to training materials
• Identifies opportunities for process and procedure changes to improve students’ experiences
• Handles daily exception requests, updates schedules and responds to escalated issues and ad-hoc requests
• Facilitates real-time discussions with necessary stakeholders

Requirements

• Bachelor’s degree in a related area
• Two (2) years of experience related to contact center auditing, evaluating and developing scorecards, leading and tracking calibration activities
• Experience in lieu of education Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements
• Broad knowledge of Assessment Services and Student Services
• Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail
• Ability to adapt to a changing environment as new and updated processes are implemented
• Ability to effectively communicate verbally and in writing
• Ability to work proactively and anticipate upcoming situation
• Able to work in a team environment as well as independently
• Demonstrates strong organizational skills
• Capable of problem-solving and creative thinking

Benefits

• bonuses
• medical, dental, vision, telehealth and mental healthcare
• health savings account and flexible spending account
• basic and voluntary life insurance
• disability coverage
• accident, critical illness and hospital indemnity supplemental coverages
• legal and identity theft coverage
• retirement savings plan
• wellbeing program
• discounted WGU tuition
• flexible paid time off for rest and relaxation with no need for accrual
• flexible paid sick time with no need for accrual
• 11 paid holidays
• other paid leaves, including up to 12 weeks of parental leave