Quality Assurance Specialist

Orbis Education is changing the face of healthcare education. We specialize in accelerated degree programs focused exclusively on healthcare professions. By bridging the gap between healthcare systems and universities, we provide students with the tools necessary to meet the demands of healthcare employers. We leverage our expertise to expand universities’ pre-licensure healthcare programs, and ultimately, produce thousands of high-quality graduates ready to enter the workforce. Each and every Orbis team member plays a role in this process. The solution is working. We have successfully educated thousands of licensed professionals with unmatched outcomes.

We pride ourselves on finding unique, genuine individuals who have a passion for education and thrive on creating a culture of excellence. Orbis is seeking self-motivated individuals who want to make an impact in the lives of our students.

The Quality Assurance Specialist partners with site leadership and academic leadership to ensure information provided to prospective students, students and the public meet quality, accuracy, University standards and government compliance by monitoring and evaluating both live and recorded phone calls, text messages and other communication methods as determined by Orbis and scoring performance against pre-established standards. 

Primary Responsibilities:

• Monitors and audits inbound/outbound recorded phone conversations of employees to ensure compliance with all regulatory bodies applicable to the University partner policies and code of conduct.
• Uses a Company-adapted scoring method to identify employee performance in meeting standards and to assist in reporting call Outcomes.
• Inputs data and information to report employee demeanor, knowledge, advising, and problem solving, style and type of communication, type and quality of information, University branding, and compliance for scoring purposes.
• Identifies recurring opportunities and trends for calibration and provides findings to QA Manager.
• Assists with training employees on the operation and navigation of the call monitoring system software and University guidelines on quality standards.
• Observes and maintains privacy of the recorded parties at all times.
• Attends meetings, as needed, to receive feedback, instruction, ensure consistency of the application of university standards, and to calibrate scoring methods for standardization.
• Follows the proper escalation procedures.
• May perform additional call monitoring/auditing to support Employee Learning and Development and Management.
• Maintains currency with university policies and standards and government regulations.
• Prepares monthly reports for leadership – site specific/role specific.
• Makes recommendations regarding processes, workflow, quality standards, scoring structures, call outcomes, etc. as necessary.
• Occasionally travels to other sites/office locations.
• Other duties as assigned.

Equipment Used and Responsibility

• Ability to apply specific University quality standards while monitoring unstructured phone conversations.
• Ability to obtain monthly goals and maintain workflow while under timelines.
• Subject matter expertise of University partner guidelines and polices and government requirements or have the aptitude to become knowledgeable with all functions within a short period of time.
• Knowledgeable of call monitoring software and equipment.
• Knowledgeable of Orbis software such as Dynamics CRM, student information databases, etc. helpful.
• Knowledgeable of call center monitoring equipment and software helpful.
• Self-motivated and demonstrates initiative.
• Good communication and interpersonal skills
• Good judgment, organizational, problem solving and critical thinking skills.
• Must have good hearing and active listening skills for call monitoring.
• Fluency in Spanish or other language is helpful but not required.
• Ability to work independently and in teams.
• Ability to maintain confidential information.

Compensation $24.04 per hr. ($50,000 annually)