Western Governors University · 9 hours ago
Quality Analyst
SLC Metro Area
Full-time
Onsite
Entry Level
$50K/yr - $75K/yr
1+ years expWestern Governors University is committed to expanding access to higher education through innovative online programs. The Quality Analyst will ensure exceptional customer experiences by monitoring and improving the quality of omnichannel interactions, impacting team performance and customer satisfaction.
Higher Education
No H1B
Responsibilities
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
Qualification
Required
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
Preferred
Vocational or technical education
6 months as an Associate Quality Analyst
Experience administering quality assurance and training programs
ITIL Foundations V3 or higher certification
Benefits
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
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
Wellbeing program
Discounted WGU tuition
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
Other paid leaves, including up to 12 weeks of parental leave
Company
Western Governors University
Western Governors University focuses on improving lives by creating pathways to opportunity for its students.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Kauffman Foundation
2025-05-08Grant
Leadership Team
Stephen Herzig
Vice President of Enterprise Solutions
Kacey Thorne
Senior Director, Academic Strategic Initiatives
Recent News
2025-12-02
2025-10-29
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