Quality Analyst

Western Governors University • Full-time • Hybrid in Salt Lake City, Utah, United States • $49,800 - $74,600 / year • 1w ago

Fast Facts

WGU is seeking a Quality Analyst to enhance customer experience by monitoring omnichannel interactions and providing data-driven insights. This full-time in-office role is crucial for optimizing service quality and compliance through effective coaching and evaluation methods.

Responsibilities: Conduct audits of customer interactions, identify trends in service quality, collaborate on performance improvement plans, maintain evaluation records, and provide coaching to agents.

Skills: Strong analytical skills, proficiency in ITIL and ServiceNow, exceptional communication abilities, and familiarity with coaching technologies are required.

Qualifications: Bachelor's degree or equivalent experience, with at least one year in quality assurance or customer service. Bonus points for ITIL certification and experience in quality programs.

Location: This position is based in Salt Lake City, UT, United States.

Compensation: $49800 - $74600 / Annually

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:

Grade: Professional 304Pay Range: $49,800.00 - $74,600.00

Job Description

Summary:

As a Quality Analyst, you will play a critical role in ensuring exceptional customer experiences by monitoring and improving the quality of omnichannel interactions. Your work will directly impact team performance, compliance, and customer satisfaction through data-driven insights and coaching.

What You’ll Do

Conduct audits and evaluations of calls, texts, and emails using speech and text analytics, sentiment analysis, and manual reviews.
Identify trends and root causes of high-risk interactions to improve compliance and service quality.
Collaborate with trainers, supervisors, and leadership to develop action plans that enhance agent performance.
Maintain accurate records of evaluation scores, feedback, and implemented action plans to ensure reporting integrity.
Calibrate regularly with managers to align quality standards and expectations.
Provide individualized coaching and team-based feedback to drive continuous improvement.
Champion WGU Leadership Principles and model best practices in every interaction.

What You’ll Bring

Bachelor’s degree in a related field (or equivalent experience).
At least 1 year of relevant experience in quality assurance or customer service.
Strong analytical skills with proficiency in ITIL, ServiceNow reporting, and Agile/Scrum methodologies.
Exceptional verbal and written communication skills.
Ability to work independently, manage multiple priorities, and make decisions with minimal supervision.
Familiarity with emerging technologies and best practices for coaching and development.

Bonus Points if You Have

Vocational or technical education.
6 months as an Associate Quality Analyst.
Experience administering quality assurance and training programs.
ITIL Foundations V3 or higher certification.

Experience in Lieu of Education

Equivalent relevant experience may substitute for educational requirements at the hiring manager’s discretion.

What to Expect

At WGU, our mission drives everything we do, including how we hire. Our interview experience is designed to give qualified candidates the opportunity to show their best work through meaningful conversations, practical problem-solving, and authentic collaboration.

We thoughtfully review every application and invite forward the candidates whose experience and potential best align with the role and our mission. If selected, you will hear from a recruiter or hiring manager who will guide you through the process. We aim to communicate decisions promptly and respectfully.

Here is what that typically looks like:

Introductory call/ Recruiter screen
Virtual hiring manager interview

Work Location

This is a full-time, in-office position at WGU’s Salt Lake City, UT office.

Visa Sponsorship

While we welcome applicants from all backgrounds, WGU is not able to provide visa sponsorship for this role.

What You’ll Receive as a Full-Time WGU Employee

Comprehensive healthcare
HSA and FSA options
Life and disability insurance
Legal assistance and identity protection
Retirement savings plan
Wellbeing programs
Discounted WGU tuition for you and your family
Flexible PTO and Sick time
11 paid holidays
Additional paid leaves, including parental leave
Explore the full benefits overview at wgubenefits.com.

We are looking forward to getting to know you and seeing how you think, collaborate, and build. Welcome to WGU.

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.