Manager, Training and Quality

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:

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 analytics technology and its application in contact center environments, with the ability to innovate, design, and develop best practices.
• Strong knowledge of training best practices, eLearning authoring, and LMS management.
• Exceptional understanding of WEM and WFM principles, including quality management, staffing and planning, and resource management.
• Ability to create and report on performance and other metrics.
• Knowledge and experience with technology integrations.
• Dynamic interpersonal skills, working effectively with departments across the university.
• Ability to manage multiple concurrent projects with urgency and accuracy.
• Demonstrated ability to drive innovation through AI and speech and text analytics technology.
• Proven track record of implementing innovative solutions and driving results in a contact center environment.

Job Qualifications:

Minimum Qualifications:

• 5 years of related experience.
• 3 years in a management or leadership role.
• Requires broad management knowledge to lead the department. Generally, has advanced level knowledge and skills within a specific technical or professional discipline with understanding of the impact of work on other areas of the University.

Preferred Qualifications:

• Bachelor's degree in information technology, Computer Science, Business, Instructional Design, or related field.
• Experience with ServiceNow or other IT incident management software.
• Experience with Genesys workforce management and workforce engagement.
• Experience with Articulate, Adobe Suite, or other media creation tools.
• Experience with Webex, Teams, or other collaborative tools.

Physical Requirements:

• Must reside within commuting distance of the WGU campus.
• Prolonged periods sitting at a desk and working on a computer.
• Ability to travel 15-30%.
• Must be able to lift up to 15 pounds at times.

Position & Application Details

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.

Equal Opportunity Employer: We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.