Sr. Enrollment And Service & Support Quality Assurance Specialist

Job Posting

Senior Enrollment and Service & Support Quality Assurance Specialist is responsible for monitoring and evaluating team interactions to ensure consistent, accurate, and high-quality customer service across the Enrollment and Service & Support departments. This role also includes delivering regular, scheduled reports to key stakeholders. The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required; other duties may be assigned. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

* Performs employee monitoring and provides data to the Manager of Training and Quality Assurance; * Utilizes the quality monitoring system to track performance at both a team and individual level; * Participates in the design of call monitoring evaluation rubrics and quality standards; * Assists with the coordination of team leadership calibration sessions; * Reports feedback to Enrollment and Service and Support team leaders and managers; * Provides actionable metrics to various internal support groups as needed; * Prepares and analyzes internal and external quality reports for management staff review; * Analyze and reports on trends identified through AQM analytics software; Supervisory Responsibilities: This position has no formal supervisory responsibilities.

Required Qualifications: * Bachelor's Degree and relevant work experience, OR * Minimum of 2 years' experience in a similar call center role * Ability to clear required background check System Requirements: * Our work from home members are required to have and maintain High-speed internet connection. At the minimum 50Mbps download speed and 10Mbps upload speed, if not competing with other household users. For the sake of call quality, satellite, DSL, data plans, wireless or dial-up services are not compatible. * Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway). This interferes with our systems and must be disabled by the provider. * Ethernet connection is preferred. Desired Qualifications: * Physical requirements: sedentary work, fluent typing, listening, speaking, extensive reading, repetitive motions, and extended computer usage. * Ability to maintain a professional home office without distraction during our hours of operation * Attend virtual training via web cam * Own or have daily access to a smart device where Apps can be downloaded/accessed (i.e., phone, tablet) * Excellent oral, written and interpersonal communication skills * Exceptional listening and analytical skills * Ability to remain unbiased and deliver performance metrics and feedback with tact and professionalism * Intermediate level of knowledge and expertise with Microsoft Office suite * Strong knowledge of customer service techniques and selling skills * Demonstrated ability to work well in a team environment * Dedication to providing exceptional, consistent customer service * Ability to multi-task in a fast-paced, results-driven environment