Assessment Operations Specialist

Western Governors University•Salt Lake, UT

30d•Remote

About The Position

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.

Requirements

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.
High School diploma or equivalent.
1 or more years of professional experience in technical troubleshooting
3 or more years of customer service experience

Nice To Haves

Bachelor’s degree within technical or related field
Technical certifications

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.