The Workforce and Quality Analyst will have a thorough understanding of Assessment Services and or Student Services processes and procedures
Support strategic communication with Specialist, Supervisors and Managers by monitoring call, cases and chat volumes
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
Runs and analyzes reports and adjusts 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
Handles daily exception requests, updates schedules and responds to escalated issues and ad-hoc requests
Facilitates real-time discussions with necessary stakeholders

Bachelor’s degree in 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
Broad knowledge of Assessment Services and Student Services
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
Demonstrates strong organizational skills
Capable of problem-solving and creative thinking

Workforce and Quality Analyst

Key skills