Manager, Quality Assurance

Executive Management Position

If you're passionate about building a better future for individuals, communities, and our countryand you're 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 : Grade : Management_Executive 605 Pay Range : $75,900.00 - $125,300.00

Job Description

Plays a pivotal role in ensuring the delivery of high-quality services aligned with institutional expectations and strategic practices. This role is responsible for developing, implementing, and overseeing quality control measures, coaching standards, and continuous improvement initiatives across all assigned areas. Leverages deep expertise in quality assurance methodologies to provide independent recommendations, oversee performance standards, and enhance student outcomes. This includes conducting audits, observations, shadowing, and feedback assessments to drive consistency and excellence in performance and student engagement. Responsible for leading, developing, and supporting staff, to include setting clear expectations, fostering a culture of accountability and collaboration, facilitating professional development, and ensuring team alignment with organizational goals. Actively coaches team members, provides regular performance feedback, and supports growth opportunities to strengthen both individual capabilities and overall team performance. Location : This position requires you to live in Utah and work at our headquarters. This will be a hybrid schedule, with 4 days in the office and 1 day remote.

Primary Responsibilities

• Ensures the quality of processes and procedures of the assigned employee population and provides responsive assistance and monitoring in a timely manner. Develops, refines, implements, and manages quality assurance protocols, standards, training methods, and calibration processes.
• Proactively leads and promotes quality and project initiatives to support departmental goals using cross-functional efforts and best practices as applicable.
• Audits, assesses, and identifies training needs, and develops / facilitates relevant quality improvement workshops or sessions.
• Analyzes data to produce timely, actionable quality reports at school and institutional levels.
• Conducts meetings with appropriate institutional leadership to identify support and development needs.
• Leads, mentors, and develops a high-performing team, fostering a culture of continuous improvement, accountability, and professional growth.
• Recommends performance goals, KPIs, and process improvements to uphold quality benchmarks.
• Delivers real-time feedback from appropriate employee interactions through floor observations, shadowing, and debriefs.
• Ensures response times are timely and are in an appropriate manner, and provides responsive support for any other student issues that come through various channels.
• Adheres to policies and procedures to maintain compliance with the appropriate regulators.
• Ensures effective management of relationships with outside partners.
• Performs other related duties as assigned.

Qualifications

Education

Experience

Preferred Qualifications

Working Conditions