Customer Experience and Agent Performance Quality Analyst

If youre passionate about building a better future for individuals communities and our countryand youre committed to working hard to play your part in building that futureconsider 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:

Job Description

Summary:

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 Youll 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 Youll Bring

• Bachelors 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 managers 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 WGUs 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 Youll 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 .

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

Position & Application Details

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. Its 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

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