New

Workforce and Quality Analyst

Western Governors University
life insurance, flexible benefit account, parental leave, paid time off, paid holidays, sick time
United States, Arizona, Phoenix
432 North 44th Street (Show on map)
Apr 14, 2026
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 303 Pay Range: $45,300.00 - $67,900.00 Job Description The Workforce and Quality Analyst will have a thorough understanding of Assessment Services and or Student Services processes and procedures. The Workforce and Quality Analyst will support strategic communication with Specialist, Supervisors and Managers by monitoring call, cases and chat volumes. The Workforce and Quality Analyst will be responsible for documenting and communicating all issues that impact service level agreements (SLA) while ensuring all staff are efficiently utilized and in the proper channel/task. This will include exception management and applying mitigation tactics when vendor and internal site outages occur. to training materials, as needed, to improve the overall experience ALL INTERNALS MUST APPLY BY: 4:20:26The Workforce and Quality Analyst will have a thorough understanding of Assessment Services andorStudent Services processes and procedures. The Workforce and Quality Analyst will support strategic communication with Specialist, Supervisors and Managers by monitoring call, cases and chat volumes. The Workforce and Quality Analyst will be responsible for documenting and communicating all issues that impact service level agreements (SLA) while ensuring all staff are efficiently utilized and in the proper channel/task. This will include exception management and applying mitigation tactics when vendor and internal site outages occur. to training materials, as needed, to improve the overall experience. 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 achieveoperational targetswithin job areasimpactingdepartment,function, oroffice results. Work is performedindependently onmoderately complexprojects and assignmentswith some guidancerequired for directionand complex tasks. Setsobjectives for oneself to meet the goalsof projects orassignments. Problem Solving & Decision Making: Responsible foremploying adjustmentsor recommendedenhancements tosystems and processes tosolve problems orimprovethejob area'seffectivenesswhile leveraginga systems-thinkingapproach. Problems faced mayrequireanunderstanding ofa broader set of issuesand 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 guidanceand assistance to entry-level professionalsandor supportemployees. Demonstratesthe WGUleadership principles inall aspects of service tostudents, employees,andpartners of WGU. Job Qualifications: Minimum Qualifications: Bachelor's degreein a related area Two (2) years of experience related to contact center auditing, evaluating and developing scorecards, leading and tracking calibration activities. Experience in lieu of education 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. Physical Requirements: Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. 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 recruiting@wgu.edu. Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.