Customer Support Quality Analyst

Job Type: Full time

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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