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:

Pay Range: $81,900.00 - $135,200.00

Job Description

Essential Functions and Responsibilities:

• Oversee the development and implementation of training programs for contact center agents, focusing on customer service skills, product knowledge, and compliance requirements.

• Responsible for designing, developing, and testing highly customized AI-driven applications across all quality, training, and knowledge platforms.

• Will curate high-quality language datasets and topics for use in driving the effectiveness of the quality management and training program.

• Collaborate with cross-functional teams to implement AI-driven solutions to improve the student experience and operational efficiency.

• Identifies and prioritizes the efforts of training, quality, and knowledge management personnel to deliver effective training.

• Lead learning and quality employees, providing feedback, coaching, and support to ensure continuous improvement.

• Manages the organization, storage, and accessibility of staff training, quality, and knowledge materials.

• Researches and educates self and team on the newest technologies and methodologies for improving training delivery and quality management.

• Plans and delivers on crucial training initiatives; ensures that deadlines and project goals are met.

• Work closely with leadership to ensure efforts, priorities, and messaging align with broader university goals.

• Applies knowledge, training, and communication skills when handling complex issues while empowering the team to do the same.

• Quickly learn systems from diverse areas (procurement, security, etc.) to deliver training materials for many specific roles.

• Make certain regular and meaningful communications are occurring between training and quality employees and leadership, including reviewing or listening to live calls, follow-up coaching, and corrective action if needed.

• Reinforce positive results through recognition and support teamwork and camaraderie among the team.

• Use reports effectively to improve employee success and team productivity.

• Provide positive leadership for changes and testing new approaches.

• Performs other related duties as assigned.

   

Knowledge, Skill and Abilities:

• Strong understanding of artificial intelligence and speech and text... For full info follow application link.

   

Western Governors Univeristy is an equal opportunity employer and does not discriminate on the basis of race, color, religion, se x, age, national origin, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law.