Customer Support Quality Analyst

Customer Support Quality Analyst

Company: Western Governors University

Job Number: JR-024622

Location: Salt Lake City, UT

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

Job Description

As a Quality Analyst, you will focus on evaluating and improving the quality of human interactions, not systems or software. This role partners closely with frontline teams to assess omnichannel customer communications, identify coaching opportunities, and drive consistent service excellence. Through data-driven insights, calibration, and feedback, you will support agent performance, compliance, and customer satisfaction while reinforcing WGU leadership principles.

Role Focus:
This role is focused on quality assurance of customer interactions and employee performance, not software testing, system QA, or process engineering.

What You'll Do:

• Conduct audits and evaluations of agent-led 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 (Minimum Qualifications):

• Bachelor's degree (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 (Preferred Qualifications):

• 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.

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 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

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

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.

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