Workforce and 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:
 

Pay Range: $45,300.00 - $67,900.00

Job Description

Schedule and hours

Ability to work 1pm-10pm shifts 4 days during the week with 1 weekend day 10am-7pm

Essential Functions and Responsibilities:

• Coordinates appropriate staffing allocation and availability of team members to achieve service level agreement (SLA) objectives.
• Monitors multiple traffic channels to ensure optimal staffing levels.
• Administers volume contingency action plans to ensure continual and quality service.
• Monitors incoming volumes, reacts to emerging trends, and triggers appropriate actions to mitigate spikes and escalates issues according to escalation plan for issues such as system outages.
• Runs and analyzes reports and adjusts adjusting 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.
• Handle daily exception requests, updates schedules and responds to escalated issues and ad-hoc requests.
• Facilitates real-time discussions with necessary stakeholders.
• Performs other duties as assigned
   

Knowledge, Skill and Abilities:

• 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
• Ability to work independently with minimal supervision
• Broad knowledge of Assessment Services and Student Services
• Demonstrates strong organizational skills
• Capable of problem-solving and creative thinking

Competencies: 

Organizational Impact: 

• Works to achieve operational targets within job areas impacting department, function, or office results.​ 
• Work is performed independently on moderately complex projects and assignments with some guidance required for direction and complex tasks. Sets objectives for oneself to meet the goals of projects or assignments.​ 

Problem Solving & Decision Making: 

• Responsible for employing adjustments or recommended enhancements to systems and processes to solve problems or improve the job area’s effectiveness while leveraging a systems-thinking approach.​ 
• Problems faced may require an understanding of a broader set of issues and job areas. 

Communication & Influence: 

• Collaborates with contacts typically within the job area to obtain or provide information requiring some explanation or interpretation. 

Leadership & Talent Management 

• May provide guidance and assistance to entry-level professionals and or support employees.​ 
• Demonstrates the WGU leadership principles in all aspects of service to students, employees, and partners of WGU. 

Job Qualifications:

Minimum Qualifications:

• Bachelor’s degree in a relate