Not specified (assumed to be hybrid or remote based on online work environment).
Monitoring call, cases and chat volumes
Documenting and communicating issues impacting slas
Ensuring efficient staff utilization
WGU is seeking a Workforce and Quality Analyst who will support strategic communication and manage staffing allocations to meet service level agreements in Assessment and Student Services. The ideal candidate should possess a bachelor's degree and relevant experience in contact center operations. This full-time position offers a competitive salary and a comprehensive benefits package
Job Summary
WGU is committed to being a great place to work for a diverse workforce of student-focused professionals, driven by a mission to expand access to higher education.
The Workforce and Quality Analyst will monitor call, cases, and chat volumes, document issues impacting SLAs, and ensure efficient staff utilization.
This role involves coordinating staffing, administering contingency plans, analyzing reports, and identifying opportunities for process enhancements to improve student experiences.
Matching Summary
Match Score: 85
WGU is seeking a Workforce and Quality Analyst who will support strategic communication and manage staffing allocations to meet service level agreements in Assessment and Student Services. The ideal candidate should possess a bachelor's degree and relevant experience in contact center operations. This full-time position offers a competitive salary and a comprehensive benefits package.
Salary
$45,300.00 - $67,900.00
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
student-focused professional environment
Key Requirements
Bachelor's degree in a related area
Two (2) years of contact center auditing experience