Digital Network Exploitation Analyst analyzing target digital network technologies to identify connections. Performing global network analysis and assisting with mapping exploitable communications.
About the role
- Workforce and Quality Analyst managing assessment and student services at WGU. Responsible for communication, monitoring volumes, and improving operational efficiency through data analysis.
Responsibilities
- 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
Requirements
- 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
Benefits
- 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
- 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
- other paid leaves, including up to 12 weeks of parental leave
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