Quality Analyst

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused 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 304Pay Range: $49,800.00 - $74,600.00

Job Description

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 department's 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 team-based 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 interaction-monitoring 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 high-risk interactions.
• Uses topics generated by department software to identify and research high-risk 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 higher-level leadership.
• Calibrates regularly with managers for assigned teams to ensure standards are aligned with expectations.
• Leads the team regarding policies and expectations and provides data-driven 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 solution-based 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 job-related 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 high-pressure 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 multi-task effectively.

Minimum Qualifications

• Bachelor's 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.

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, 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. It’s not all-inclusive.

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

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