Quality Assurance Specialist - Saint Leo University in San Antonio Florida

Unfortunately, this job is expired as of 5/7/2015.

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Saint Leo University

San Antonio, Florida

United States

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Detailed Job Description


Graduate/Weekend Admissions

Under the general direction of the Director of Graduate Admissions, the Quality Assurance Specialist has responsibility for ensuring a high quality prospective and current student experience with Saint Leo University’s enrollment counselors and academic re-enrollment advisors for online programs.

Basic Function:

•Conduct quality reviews of Enrollment Counselor and Academic Re-enrollment Advisors 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.
•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 both positive and negative performance 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.

Required Education/Experience/Skills:

•Outstanding communication skills.
•Excellent organizational skills; ability to execute multiple objectives concurrently.

Minimum Qualifications:

•A minimum of two years of professional experience in a quality assurance or contact center management role desired.
•Bachelor’s degree from an accredited college or university.

Preferred Qualifications:

Working knowledge of APA and MLA styles.
Experience in education preferred.

Keyword Phrases

  • Graduate/Weekend Admissions
  • Quality Assurance Specialist
  • innovative Catholic university
  • higher education to the military
  • leader in online higher education
  • Admissions & Enrollment / Recruiting
Employment Type:Administrative Staff
Degree Required: See Job Description
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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