WGU is looking to maintain high and consistent levels of support quality across the team by conducting audits and analysis of omnichannel interactions to identify trends and patterns impacting the department's performance.
Requirements
- Proficiency with ITIL, ServiceNow reporting, Agile and/or Scrum methodology.
- Strong analytical skills balanced with effective communication and excellent customer service skills.
- Exceptional verbal and written communication skills
- Ability to work independently, analyze problems, and make decisions with minimal management intervention.
- Awareness of new and existing technologies, architectures, and best practice.
- Ability to diligently follow standards and best practices for many different coaching and development areas.
- ITIL Foundations V3 or higher
Responsibilities
- Maintains a high level of certified subject matter expertise by receiving Omnichannel interactions from end users, and creates Incidents or Service Requests, logging all pertinent information.
- Conducts interaction-monitoring evaluations, observations, and reviews utilizing artificial intelligence, speech and text analytics, and sentiment analysis, to identify trends in student/staff member interactions, confirm adherence to regulations, and determine the root cause of high-risk interactions.
- Uses topics generated by department software to identify and research high-risk calls, common call drivers, and emerging issues.
- Identifies and addresses department process improvements and removes obstacles for better quality coach performance.
- Collaborates on the development and accuracy of the department knowledge base by keeping detailed records of departmental policies and procedures, trends, exceptions, and FAQ information to ensure consistency.
- Researches and collaborates on policies and procedures to ensure compliance with department standards, accurate quality information was given, and ownership was taken in every interaction.
- Provides follow up on complex issues based on the analysis of observed situations.
Other
- Bachelor's Degree in a related field
- 1 year of related experience
- Broad knowledge of operational systems and practices.
- Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements.
- Vocational or technical education
