Customer Experience And Agent Performance Quality Analyst

Western Governors University

Salt Lake City, UT, US
Base: $49,800.00 - $74,600.00; bonus/equity: eligi...
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Bachelor's degree or equivalent experience
1 year qa or customer service experience
Proficiency in itil, servicenow, agile/scrum
** Western Governors University (WGU) is seeking a Customer Experience and Agent Performance Quality Analyst in Salt Lake City, UT. The role focuses on evaluating customer interactions and enhancing agent performance through quality assurance while supporting WGU's mission to expand access to higher education. **

Job Summary

  • This role focuses on evaluating human interactions to improve compliance and service quality through data-driven insights.
  • The position requires conducting audits of agent-led calls, texts, and emails using speech analytics and manual reviews.
  • Employees receive comprehensive benefits including healthcare, retirement savings, flexible PTO, and discounted tuition for themselves and family.

Matching Summary

Match Score: 75

** Western Governors University (WGU) is seeking a Customer Experience and Agent Performance Quality Analyst in Salt Lake City, UT. The role focuses on evaluating customer interactions and enhancing agent performance through quality assurance while supporting WGU's mission to expand access to higher education. **

Salary

Base: $49,800.00 - $74,600.00; Bonus/Equity: Eligible for bonuses; Benefits: Comprehensive healthcare, retirement plan, flexible PTO

Skills & Requirements

Must-have

  • Bachelor's degree or equivalent experience
  • 1 year QA or customer service experience
  • Proficiency in ITIL, ServiceNow, Agile/Scrum

Nice-to-have

  • Vocational or technical education background
  • Experience administering QA training programs
  • ITIL Foundations V3 certification
  • 6 months as Associate Quality Analyst

Key Requirements

  • Bachelor's degree in related field
  • Minimum 1 year relevant QA experience
  • No visa sponsorship available

Work Rights

Not specified

Tailored Resume

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