Quality Assurance Specialist - Saint Leo University in Tampa Florida

Unfortunately, this job is expired as of 3/30/2015.

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Saint Leo University

Tampa, Florida


United States
(STA858)

Categories

Detailed Job Description



Department:

COL Student Support Center-Tampa

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.

Basic Function:

•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.

Required Education/Experience/Skills:

•Outstanding communication skills.
•Excellent organizational skills; ability to execute multiple objectives concurrently.
•Strong coaching and development skills.
•Excellent communication skills, both written and oral.

Minimum Qualifications:

•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.

Preferred Qualifications:

A masters degree from a regionally accredited college or university.

Keyword Phrases

  • COL Student Support Center-Tampa
  • Quality Assurance Specialist
  • innovative Catholic university
  • higher education to the military
  • leader in online higher education
  • Admissions & Enrollment / Recruiting
  • Distance Education Programs
  • Program Administrators and Coordinators
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Employment Type:Administrative Staff
Degree Required: Bachelors
Experience: See Job Description
Level of Job: Analyst / Staff
Salary: Not Specified
Type of School:4 - Year / Masters Institution
Application Requirements: CV/Resume
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