Academic Services Quality Manager- Remote

JOB SUMMARY

The Academic Services Quality Manager is part of their assigned partnerships leadership team and is responsible for helping both allied health and nursing teams consistently achieve a high-quality student experience and maintain compliance requirements. Their primary duties revolve around coaching and completing QA reviews. They are expected to participate in both team meetings and leadership meetings to provide feedback on Success Coach performance. This includes providing detailed plans to achieve individual, team and company objectives. The Academic Services Quality Managers plans and feedback will have a direct impact on both the employability and readiness for promotion of the Success Coaches they are responsible for.

DUTIES & RESPONSIBILITIES

Providing constructive coaching through oral and written feedback
Leading calibration meetings with Academic Services leadership to ensure consistency of feedback
Understanding how to utilize employee performance data to guide coaching plans
Participating in team and leadership meetings
Reviewing and scoring calls using the Orbis QA form
Understanding assigned partnerships policies and protocols
Understanding regulatory compliance requirements
Achieving monthly call review volume goals
Reviewing student records for consistency with both call results and accuracy of information
Participating in the hiring process of new advisors through setting QA expectations and providing compliance training
Contributing to the continuous improvement of the department
Performing other duties as requested or assigned

EDUCATION, EXPERIENCE & QUALIFICATIONS

Bachelors degree required
A minimum of 1 year of higher education advising experience with a track record of achieving goals or two years of quality assurance experience in a sales or customer service environment, preferably in higher education
Demonstrated ability to provide constructive and credible feedback to team members without bias
Exceptional interpersonal communication skills
Ability to understand and interpret performance data
Dedication to providing exceptional student experiences
Strong attention to detail and time management skills
Experienced Microsoft Office Suite user, especially Excel
Experience working in Salesforce or other CRMs is a plus