WGU Advancement

Workforce and Quality Analyst

WGU Advancement

full-time

Posted on:

Location Type: Hybrid

Location: Salt Lake City • Arizona • Utah • United States

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Salary

💰 $45,300 - $67,900 per year

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
contact center auditingevaluating scorecardsdeveloping scorecardstracking calibration activitiesreport analysisexception managementquality processesprocess improvementstaffing level adjustmentSLA documentation
Soft Skills
communicationattention to detailadaptabilityproactive workteamworkindependenceorganizational skillsproblem-solvingcreative thinkingprioritization
Certifications
Bachelor’s degree