Workforce and Quality Analyst- Salt Lake City, Utah

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: $46,700.00 - $70,000.00 Job Description What You'll Do: Ensures proper staffing and time allocation of Individual Contributors in order to achieve Service Level Agreement (SLA) objectives. Monitor and review Omni-Channel volumes, ensuring the staff is appropriately distributed to provide support across all operational hours. Identifies and recommends possible contingency plans to support Individual Contributors during periods of higher-than-normal interactions. Support the implementation of contingency plans based on the impacted service lines specific policies, ensuring a prompt response to unexpected changes in student needs. 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. Deploys emergency side queues during periods of high call volume, vendor outages, and environmental events. Monitor active Omni-Channels incoming vs expected volumes, allowing for early detection of deviations in expected trends. Reviews and utilizes artificial intelligence, speech and text analytics, and sentiment analysis, to identify trends in student/staff member channels. Uses data collected by artificial intelligence to aid in root cause analysis of interaction drivers and recommends changes to scheduling, staffing, and mitigation tactics accordingly. Supports stakeholders with the development, testing, and implementation of new processes and procedures. Using data collected by artificial intelligence makes recommendations for training enhancements to address evolving trends. Supports training groups in the creation and…