Assessment Operations Specialist

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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:

Grade: Services 203

Pay Range: $17.88 - $25.96

Job Description

The Assessment Operations Specialist provides direct assistance to students with technical troubleshooting and inquiries related to assessments. As the first point of contact, this role ensures students receive accurate, timely, and courteous support to resolve issues and complete their assessments successfully. Agents are responsible for delivering high-quality service, utilizing assessment systems, and collaborating with team members to address challenges. This role requires a strong focus on problem-solving, technical expertise, and maintaining a student-centered approach.

Responsibilities

Primary Responsibilities

Assist students in resolving technical issues related to assessment platforms, tools, and systems, ensuring timely and effective solutions.

Provide step-by-step guidance to students on accessing and using assessment systems, addressing common technical challenges.

Escalate unresolved or complex technical issues to supervisors or technical support teams as needed.

Respond promptly and professionally to student inquiries related to assessments, including scheduling, policies, and procedures.

Deliver accurate and clear information to ensure students understand assessment requirements and processes.

Maintain a supportive and empathetic approach to help students navigate assessment challenges.

Utilize institutional systems, databases, and tools to access student information, document interactions, and track case resolution.

Stay updated on system updates, features, and best practices to enhance service delivery.

Work closely with team members and supervisors to share knowledge, discuss challenges, and improve service workflows.

Communicate student feedback and trends to supervisors to inform process improvements and policy updates.

Ensure all interactions meet quality and accuracy standards, reflecting a positive image of the university.

Documents support cases thoroughly, accurately, and promptly in the appropriate systems.

Identify recurring issues or inefficiencies in assessment processes and provide feedback to supervisors for potential solutions.

Suggest enhancements to tools or workflows that could improve the student experience or operational efficiency.

Participate in training and development programs to improve technical skills and stay informed about university policies.

Performs other job-related duties as assigned.

This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. The contents of this document or related job requirements may change at any time with or without notice.

Qualifications

Knowledge, Skills, and Abilities

Ability to learn and navigate different technological platforms.

Proficient use and operation of personal computers and associated standard software, including Microsoft Office Suite.

Ability to keep a professional attitude with staff and students.

Able to accept and implement feedback from QA Coaching and in Supervisor one on one settings.

Ability to work in a dynamic and flexible environment.

Strong analytical skills balanced with effective communication and excellent customer service skills.

Strong verbal and written communication skills.

Accomplish tasks by following a defined standard or set of procedures to achieve day to day objectives.

Ability to stay current with updates in a rapidly changing environment.

Willingness to learn and grow.

Education

High School diploma or equivalent.

Experience

1 or more years of professional experience in technical troubleshooting

3 or more years of customer service experience

Preferred Qualifications

Bachelor's degree within technical or related field

Technical certifications

This position requires occasional travel of up to 20%, including required attendance at designated company summits (typically one to two per year). Additional travel may include conferences, visits to company locations, and other business-related events as needed. Additional travel may be assigned as needed to support business requirements.

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for 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; and 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, and other paid leaves, including up to 12 weeks of parental leave.

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 Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.