Job Description

Be a part of the Admissions Support Team, which develop call standards, monitor department performance, and help drive improvements to the student experience within Admissions. The Quality Control Specialist is responsible for scoring and evaluating Admissions Advisor’s student-facing interactions, soft-skills, process adherence, Higher Education Compliance, and performance goals. The Quality Control Specialist reviews internal pre-recorded calls and evaluates the interaction against the Performance and Process standards. The Quality Control Specialist is expected to collaborate with internal stakeholders and other cross-functional teams to include Training, Quality Assurance, and Admissions Leadership
 

DUTIES & RESPONSIBILITIES

Review and evaluate telephone interactions based upon predetermined service criteria
Complete evaluation scoring forms and documentation
Provide comments and clarity on forms where necessary to ensure accurate feedback and influence opportunity to coach.
Attend and facilitate regular score calibration sessions to assure accuracy of scoring results
Perform other job-related duties and continuous improvement projects as required or assigned by Director of Training & Quality
Provide proactive monitoring to New Hires within Admissions
Look for opportunities to improve the Student Experience through effective call analysis and trends
Regularly review process documents, training materials, and other user guides to ensure up-to-date monitoring standards are being used

EDUCATION, EXPERIENCE & QUALIFICATION
Bachelor’s degree required
A minimum of two years previous experience in a call center environment
Strong communication and interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner
Ability to work independently to meet monthly deadlines
Ability to objectively score calls and perform data and trend analysis
Strong organizational and time management skills
Strong written communication skills
Experience using Microsoft Excel, Power Point, and Word
Experience and familiarity with CRM technologies, such as Salesforce
Someone who can work independently as well as part of a diverse team
Experience with face-to-face feedback as well as remote

Application Instructions

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