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 304

Pay Range: $49,800.00 - $74,600.00

Job Description

Are you an expert in student support? The Quality Analyst will leverage their knowledge of Student Support Services 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 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's 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 is given, and ownership is 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 t