Service Quality Evaluator, I

Company Description

About Adtalem Global Education

Adtalem Global Education is a national leader in post-secondary education and leading provider of professional talent to the healthcare industry. Adtalem educates and empowers students with the knowledge and skills to become leaders in their communities and make a lasting impact on public health, well-being and beyond. Through equitable access to education, environments that nurture student success, and a focus on expanding and diversifying the talent pipeline in healthcare, Adtalem is building a brighter future for communities and the world.

Adtalem is the parent organization of American University of the Caribbean School of Medicine, Chamberlain University, Ross University School of Medicine, Ross University School of Veterinary Medicine and Walden University.

Visit Adtalem.com for more information, and follow on Twitter and LinkedIn.

Adtalem believes in a culture of collaboration, creativity, and innovation, which thrives when we can work flexibly. Depending on your location, this role may be hybrid or remote.

• HYBRID – If you reside within 50 miles of Adtalem offices in Chicago, IL, Addison, IL, Columbia, MD, Minneapolis, MN, and Miramar, FL this role is hybrid, requiring office presence three days a week (Tue, Wed, Thu), with the rest of the workweek spent working from home.
• REMOTE – If you live over 50 miles from Adtalem offices in Chicago, IL, Addison, IL, Columbia, MD, Minneapolis, MN, and Miramar, FL, this role is remote. However, occasional office visits may be required based on business needs, with advance communication for such requests.

Job Description

Opportunity at a Glance
The primary purpose of this role is to assess the effectiveness, customer service, accuracy, and compliance of covered and uncovered colleagues' student interactions and/or processing of students' accounts. Evaluations will be based on communication with students through formal observations; call review and/or account review as well as file and written reviews. The SQEs will prepare documentation related to the observation and provide recommendations for quality and process improvements for their assigned institution and specific function. The SQEs will also partner with client leadership as well as SOCOE training to support colleague development and process improvement leading to increased quality service, accuracy and compliance.

Responsibilities

• Conduct thorough observation of assigned colleagues/accounts and file reviews, projects, monitored phone calls, and written communications in support of effective customer service, accuracy and compliance. Quality assurance may target a specific school and/or job function for effectiveness
• Provide feedback to leaders and colleagues via written observation form and verbal coaching (feedback can vary depending on with the needs of institution and function)
• Report and track observation trends, service quality, accuracy, and process or training opportunities in assigned systems
• Perform  QA observation and feedback for functional teams and individual colleagues through the monthly operations workflow which is subject to adjustments in support of client needs.
• Recommend and maintain call/example library for training purposes, as needed
• Demonstrate expertise in the area(s) of assigned QA and remain up to date on all institution and functional processes, rating criteria and knowledge
• Support SOCOE and client leadership training initiatives as needed
• Partner with client leadership, SOCOE Training and Audit to ensure SQE activities support evolving needs with focus on colleague development / process improvements which result in quality service, accuracy and compliance.
• Completes other duties as assigned.
• Performs other duties as assigned
• Complies with all policies and standards

Qualifications

• Bachelor's Degree Required
• 1 of applicable experience within Adtalem Required or
• equivalent functional experience from another higher educational institution Required and
• Prior experience coaching colleagues and/or conducting observation feedback Preferred
• Proven ability to meet/exceed expectations on most recent performance evaluation
• Strong knowledge in the area designated for QA (i.e. Student Finance, Academics, Admissions) preferred
• Demonstrated commitment to service quality and high productivity in current/prior roles as well as consistently meeting/exceeding individual QA results
• Ability to exercise active listening and sound judgement
• Strong verbal and written communication skills
• Strong persistence, ability to perform repetitive tasks
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