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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.
•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.
•Outstanding communication skills.
•Excellent organizational skills; ability to execute multiple objectives concurrently.
•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.
Working knowledge of APA and MLA styles.
Experience in education preferred.
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