The Omnichannel Quality Analyst is integral to the success of Capella University’s ability to reach its applicants and learners with personalized, engaging, high-standards communications across email, text, automated voicemails, mobile notifications and other channels. This key role is responsible for monitoring, recommending, and implementing preventative and corrective processes, monitors, alerts and other actions to ensure that our automated communications meet Capella’s quality standards.

The Omnichannel Quality Analyst will review the volume of outbound communications daily to identify and resolve issues requiring attention. This position will work with reporting teams to identify alerts and reports that will improve our ability to quickly identify and resolve production issues.

This position will be responsible for collaborating with the Omnichannel Innovation team to inspect and review new and modified journeys to maintain Capella’s quality standards. The Omnichannel Quality Analyst will work within the team to identify new standards of operation that will ensure consistent building and operational guidelines.

Please note that preference will be given to applicants who are in a commutable distance to our office in Minneapolis, MN.

Essential Duties & Responsibilities:

• Ensure every journey launch meets quality standards by validating journey population, canvas design and inspecting journey configurations prior to launch.

• Monitor quality of automated outbound communications (email, text, voicemails) through audits, production support and daily review of activity.

• Partner with Information Technology (IT) resources to document, assess and improve the stability and predictability of source data systems and the integration services that power communication journeys.

• Partner with internal resources, including the Planning and Reporting Team, to continually improve visibility of expected communications by creation of dashboards and alerts.

• Recommend and implement changes to existing journeys to improve quality and journey results.

• Run daily huddle review of communications sent/expected to send.

• Responsible for planning, refining, executing and tracking a process to proactively and regularly review all omnichannel communications, ensuring all messages are reviewed with appropriate frequency and depth each year.

• Assist in creation of job aids to ensure Omni resources are consistently executing processes.

• Recommend job aids, templates or other processes to ensure automated communications consistently meet Capella standards.

• Work inquiries from internal partners to answer questions and make recommendations for potential changes to existing journeys.

Job Skills:

• Commitment to quality and delivering an outstanding customer experience.

• Ability to analyze data and provide recommendations based on data.

• Strong attention to detail and excellent organizational skills.

• Strong computer skills (proficient in Excel, comfortable and adept working with data, knowledge of text/email service providers such as Salesforce and Eloqua, and familiar with customer relationship management such as PeopleSoft and Salesforce). Experience with PowerPoint preferred.

• Excellent verbal and written communication skills.

• Ability to work on multiple projects under strict deadlines.

• Highly adaptable to the growing and changing needs of the business.

Work Experience:

• 2-3 years experience in executing communication campaigns, providing data collection/analysis or reporting.
• Experience working in a cross-functional environment.

Education:

• Bachelors degree from an accredited institution.

Other:

• Must be able to travel occasionally should a business need arise. For most roles travel would not be common. Travel may involve plane, car or metro. In accordance with ADA policies, reasonable accommodations regarding travel limitations can be provided. Travel will be more common for roles such as Account Executives (25 - 50%), senior leaders (10 – 20%) or Capella Core Faculty (5 – 10%).

• Ability to work onsite in Corporate or Campus location (in a typical office environment) may be required based on role. If so, this would include being mobile within the office, including movement from floor-to-floor using elevators or stairs.

• If offsite or hybrid role, must have access to work in setting which enables meeting all requirements of the role (including privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location.

• Faculty and Federal Work Study roles require access to work in setting which enables meeting all requirements of the role (including computer, privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location.

• This role may require lifting, however reasonable accommodations will be provided in accordance with our ADA policies.

• Must be able to meet critical thinking and problem solving aspects aligned to job duties, as well as effectively communicating with co-workers.

• Must be able to work more than 40 hours per week when business needs warrant. Accommodations related to schedule may be considered.

• Able to access information using a computer.

• Other essential functions and marginal job functions are subject to modification.