Perform quality and effectiveness evaluation of different communications methods (Call, email, etc.) for Advising services.
Provide accurate and timely quality and effectiveness theme-based reporting on Advising coaches.
Provide training opportunities to managers to facilitate increased student experience and performance effectiveness.
Make recommendations for policy and procedure changes based on the quality monitoring trends.
Collaborate on and assist with training initiatives of Ops team with updates to manuals and job aids and may assist with training as needed.
Essential Duties & Responsibilities:
The Quality Analyst (QA) will review phone calls and other communications and report student experience data and trends to internal and external customers. This individual is responsible for assisting with identifying training needs and creating, maintaining, and denoting quality communication and effectiveness policies and procedures for the advising team.
Review student-facing interactions to ensure quality and compliance.
Review set a number of interactions per coach on a regular basis for training opportunities.
Provide documentation and training recommendations to the employee's supervisor and leaders.
Review, update and manage Advising training aids, templates, and standards of practice.
Recommend training topics and materials to support training Advising Services on current and new programs, policies, and procedures.
Identify opportunities to collaborate with other departments within the organization to ensure a consistent, compliant, and positive customer service experience.
Ensure a high level of internal and external customer service. Investigate (and correct) customer issues and complaints.
Analyze focused call review trends and determine standards to establish quality and customer service.
Gather, analyze, and make recommendations on quality assurance statistical data and trends to leadership.
Complete root cause analysis and make recommendations for improvement and training.
Create a process to inform leaders of consumer trends.
Identify and refer any compliance issues to the Associate manager and legal/regulatory.
Review and analyze the effectiveness of the process modifications.
Partner with all stakeholders necessary to recommend, and in some situations, facilitate training for Advising effectiveness, including new hire training.
Motivate advising teams through coaching of communication review outcomes.
Analyze experience changes that may come with new initiatives or process improvements.
Experience with leading and coaching for high performance.
Strong attention to detail and excellent organizational skills.
Excellent verbal and written communication skills.
Understanding of effective coaching notes and dialogue.
Ability to analyze data and provide recommendations based on data.
Strong knowledge of customer service and experience (i.e., the student).
Creates alignment across teams and departments.
Familiarity with tools, concepts, and methodologies of Advising Services.
Ability to think innovatively to improve processes and suggest solutions within the Operations team and within Advising teams.
Strong ability to understand the true sense of urgency and skills to focus externally to influence the business strategy and company goals.
Utilize current systems and tools for communication review and quality analysis.
Strong personal brand and credibility, strategic thinking, and ability to influence across several levels.
Positive, can-do attitude.
Team culture fit is a must.
Internal drive to continue to learn and grow as a professional and individual.
Supervisor experience is a plus.
5 plus years of the customer service environment.
The selected applicant for this position may be required to work onsite and attend onsite or offsite meetings and events. As such, the selected applicant must be fully vaccinated against COVID-19 as a condition of employment. Proof of vaccination will be required before the first day of employment. We will consider requests for exception from this requirement under our process for disability accommodation or religious exemption.
Must be able to travel 0-10 % of the time.
Must be able to lift 20 lbs.
Typical office setting.
Mobility within the office includes movement from floor to floor.
Travel via plane, car, and metro may be required to perform this job.
Must be able to work more than 40 hours per week when business needs a warrant.
Access information using a computer.
Effectively communicate, both up and down the management chain.
Effectively cope with stressful situations.
Strong mental acuity.
Regular, dependable attendance and punctuality are essential functions of this job.
Other essential functions and marginal job functions are subject to modification.
If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at Careers@strategiced.com.
Strategic Education, Inc.