Quality Analyst

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Driven by a mission to expand access to higher education through online competencybased degree programs WGU is also committed to being a great place to work for a diverse workforce of studentfocused professionals. The university has pioneered a new way to learn in the 21st century one that has received praise from academic industry government and media leaders. Whatever your role working for WGU gives you a part to play in helping students graduate creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU it is not typical for an individual to be hired at or near the top of the range for their position and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Grade: Professional 304

Pay Range: $49800.00 $74600.00

Job Description

Are you an expert at records management processes The Quality Analyst will leverage their knowledge of Records and Student Support Services processes to monitor and evaluate interactions deliver coaching feedback and identify improvement opportunities to enhance service levels and the overall student and employee experience

Summary
The Quality Analyst is responsible for maintaining high and consistent levels of support quality across the team by conducting audits and analysis of omnichannel (calls texts and emails) interactions through manual evaluations speech and text analytics and sentiment analysis to identify trends and patterns impacting the departments performance. They perform thorough and objective evaluations of the interactions based on predetermined quality metrics and guidelines. They consistently evaluate the predetermined metrics and guidelines to ensure they are relevant and meet the highest customer service standards. They collaborate with trainers supervisors and other leadership to craft individual and teambased action plans aimed at improving agent performance and customer satisfaction. They maintain accurate and detailed records of evaluation scores feedback provided and action plans implemented ensuring data integrity and reporting accuracy. They are a role model for the Leadership Principles best practices and outstanding customer service.

Job Duties

• Maintains a high level of certified subject matter expertise by receiving Omnichannel interactions from end users and creates Incidents or Service Requests logging all pertinent information.
• Adheres to department policies including attendance and punctuality and minimum performance expectations.
• Conducts interactionmonitoring evaluations observations and reviews utilizing artificial intelligence speech and text analytics and sentiment analysis to identify trends in student/staff member interactions confirm adherence to regulations and determine the root cause of highrisk interactions.
• Uses topics generated by department software to identify and research highrisk calls common call drivers and emerging issues.
• Identifies and addresses department process improvements and removes obstacles for better quality coach performance.
• Collaborates on the development and accuracy of the department knowledge base by keeping detailed records of departmental policies and procedures trends exceptions and FAQ information to ensure consistency.
• Researches and collaborates on policies and procedures to ensure compliance with department standards accurate quality information was given and ownership was taken in every interaction.
• Provides follow up on complex issues based on the analysis of observed situations.
• Highlights challenging interactions as necessary or when assigned.
• Collaborates with team and colleagues on best practices communication techniques service standards and process improvement. May present in meetings with peers customers and higherlevel leadership.
• Calibrates regularly with managers for assigned teams to ensure standards are aligned with expectations.
• Leads the team regarding policies and expectations and provides datadriven trends for training opportunities.
• Provides individualized coaching that supports the growth and development of each employee and their ability to perform at the highest level in their position.
• Completes all scorecards and coaching sessions required based on the scoring scale and departmental expectations according to the Service Level Agreement. This will change frequently.
• Proactively identifies and reports performance and process trends to leadership including solutionbased ideas and recommendations.
• Champions the Leadership Principles and maintains a Solid Strength at minimum demonstration of the principles within their daily duties.
• Secondary duties may include employee engagement knowledge base creation and maintenance training data gathering and reporting and may represent the department in meetings as needed.
• Performs other jobrelated duties as assigned.

KSAs

• Proficiency with ITIL ServiceNow reporting Agile and/or Scrum methodology.
• Strong analytical skills balanced with effective communication and excellent customer service skills.
• Exceptional verbal and written communication skills
• Ability to work independently analyze problems and make decisions with minimal management intervention.
• Proactively involve key department teams when necessary
• Awareness of new and existing technologies architectures and best practice.
• Ability to diligently follow standards and best practices for many different coaching and development areas.
• Ability to manage multiple issues simultaneously in a highpressure environment where change is common.
• Ability to anticipate potential obstacles and develop contingency plans to overcome them.
• Ability to handle multiple tasks and/or projects and be able to multitask effectively.

Minimum Qualifications

• Bachelors Degree in a related field
• 1 year of related experience
• Broad knowledge of operational systems and practices.
• Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

Preferred Qualifications

• Vocational or technical education
• 6 months as an Associate Quality Analyst
• Experience administering quality assurance and training programs.
• ITIL Foundations V3 or higher

Job Description Disclaimer: This position description provides the major duties/responsibilities requirements and working conditions for the position. It is intended to be an accurate reflection of the current position however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

#LIVB1

Position & Application Details

FullTime Regular Positions (classified as regular and working 40 standard weekly hours): This is a fulltime regular position (classified for 40 standard weekly hours) that is eligible for 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; and 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 and other paid leaves including up to 12 weeks of parental leave.

How to Apply: If interested an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. Its not allinclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.