Workforce And Quality Analyst

Western Governors University

Base: $45,300.00 - $67,900.00; bonus/equity: not s...
Not specified
Monitoring call, cases and chat volumes
Documenting and communicating issues impacting slas
Ensuring efficient staff utilization
Western Governors University is seeking a Workforce and Quality Analyst to enhance student services and improve operational efficiency through effective monitoring and analysis of service interactions. The ideal candidate will possess a bachelor's degree, relevant experience in contact center auditing, and strong organizational and communication skills

Job Summary

  • The Workforce and Quality Analyst will support strategic communication by monitoring call, cases and chat volumes, documenting issues impacting service level agreements, and ensuring efficient staff utilization.
  • Essential functions include coordinating staffing allocation, monitoring traffic channels, administering contingency plans, and analyzing reports to meet departmental goals.
  • The position offers a full-time regular role with eligibility for bonuses, comprehensive medical benefits, retirement savings plan, and flexible paid time off.

Matching Summary

Match Score: 85

Western Governors University is seeking a Workforce and Quality Analyst to enhance student services and improve operational efficiency through effective monitoring and analysis of service interactions. The ideal candidate will possess a bachelor's degree, relevant experience in contact center auditing, and strong organizational and communication skills.

Salary

Base: $45,300.00 - $67,900.00; Bonus/Equity: Not specified; Benefits: Medical, dental, vision, telehealth, mental healthcare, HSA/FSA, life insurance, disability, supplemental coverages, legal, identity theft, retirement savings, wellbeing program, discounted tuition

Skills & Requirements

Must-have

  • monitoring call, cases and chat volumes
  • documenting and communicating issues impacting SLAs
  • ensuring efficient staff utilization
  • applying mitigation tactics for outages
  • analyzing reports and adjusting staffing

Nice-to-have

  • proactive and anticipatory work style
  • adaptability to changing environments
  • creative problem-solving skills
  • collaboration with stakeholders

Key Requirements

  • Bachelor’s degree or equivalent relevant experience
  • Two years of contact center auditing, evaluating, and developing scorecards experience
  • Experience leading and tracking calibration activities

Work Rights

Not specified

Tailored Resume

Cover Letter