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Under the general direction of the Talent Development Manager, the Quality Assurance Specialist has responsibility for ensuring a high-quality prospective and current student experience with Saint Leo University’s Enrollment Counselors and Student Advisors for online programs.
•Conduct quality reviews of Enrollment Counselor and Student Advisor interactions to ensure service goals and quality standards are met. Provide feedback on strengths and areas of opportunity.
•Review inbound and outbound calls and correspondence by observing performance, techniques and application of procedures.
•Participate in new hire training, small group coaching classes, and one-on-one training sessions.
•Coordinate with the management team to ensure reviews are performed on schedule.
•Summarize findings, offer recommendations and communicate with managers on performance assessments
•Provide feedback on uniform application of guidelines and procedures.
•Provide critical data needed for generation of monthly reports reflecting performance of team.
•Identify performance trends and offer suggestions to maintain/correct those trends.
•Provide recommendations on departmental policies and procedures to enhance service productivity.
•Demonstrate integrity, ethical behavior in working with confidential information.
•Interpret, apply and comply with university as well as federal, state and institutional regulations governing student financial aid; maintain current working knowledge of guidelines/regulations related to financial aid.
•Participate in all meetings and events as assigned.
•Other duties as required.
•Outstanding communication skills.
•Excellent organizational skills; ability to execute multiple objectives concurrently.
•Strong coaching and development skills.
•Excellent communication skills, both written and oral.
•A minimum of two years of professional experience in a quality assurance or contact center management role desired.
•Bachelor’s degree from a regionally accredited college or university required.
A masters degree from a regionally accredited college or university.
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