Customer Experience and Agent Performance Quality Analyst

Western Governors University•Salt Lake City, UT

1d•Onsite

About The Position

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 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.

Requirements

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.

Nice To Haves

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

Responsibilities

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.