Manager, Quality Assurance

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: Management_Executive 605

Pay Range: $75,900.00 - $125,300.00

Job Description

Are you passionate about transforming student success through exceptional mentoring? Join our team as the Quality Assurance Manager, Mentoring, a mission-critical role focused on elevating the quality, consistency, and impact of mentoring across our institution.

In this highly collaborative position, you will lead the development and implementation of quality assurance protocols that directly shape the student mentoring experience. You’ll work alongside institutional leaders and mentor teams to ensure coaching practices meet the highest standards through real-time feedback, data-driven insights, and ongoing performance assessments.

With deep expertise in mentoring and coaching methodologies, you’ll conduct audits, shadow mentoring sessions, and guide improvement initiatives that strengthen mentor competencies and enhance student engagement. This is a unique opportunity to influence the culture of mentorship by setting benchmarks, delivering actionable insights, and championing continuous improvement across the institution.

If you’re a seasoned coaching professional with a commitment to excellence, mentorship innovation, and student success, we invite you to help us lead and shape the future of mentoring at WGU.

Key Highlights:

• Lead quality assurance for mentoring services
• Serve as a trusted advisor to the Director of Mentor Operations, Director of Mentor Strategy and Mentor Leadership Teams
• Deliver targeted feedback and drive consistency through coaching observations and audits.
• Partner with institutional leadership to identify development needs and recommend improvement strategies.
• Analyze and report on mentoring performance data to support evidence-based decision-making.
• Promote a student-centered mentoring culture aligned with WGU’s values.

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, as well as provide 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 du