Quality Assurance and Compliance Specialist

Job Title:          Quality Assurance & Compliance Specialist

Department:  EMS Contact Center

Location:          Remote

Reports to:     Senior Training & Development Director

(Salary range: $40,000  - $50,000/annually)

Who You Are

This position supports the Enrollment Team by ensuring exceptional partner representation through the monitoring and evaluation of prospective student interactions handled by Enrollment Coaches. This position measures performance in handling these conversations, focusing on both quality and accuracy of information provided, adherence to outlined procedures, policies, compliance parameters, and customer service techniques. Along with measuring performance, this position also provides coaching feedback related to performance improvement, individual coach and account training needs, trends and compliance adherence.

In addition to the primary role as outlined above, this position supports mock calls with prospective new Enrollment Coach hires and processes DNC additions and removals.

It is important to note that this position is highly reliant on multiple technology systems. Applicants must be adept at operating and moving among multiple platforms throughout the day.

Here are the abilities that we seek out: 

• Monitor performance of Enrollment Coaches via multiple platforms, reviewing and reporting on individual Enrollment Coach and Account Team Performance.
• Proactively identify QA trends for process/performance improvement.
• Communicate trend information to management, training and internal partners.
• Must be thorough and precise when completing tasks.
• Implement and monitor all compliant regulations as directed.
• Become a product knowledge expert for Enrollment Team partner accounts, participating in ongoing training sessions as needed.
• Support hiring and training of new and existing Enrollment Coaches pertaining to best practices and product knowledge.
• Process DNC and DNC removal (and related) requests.
• Perform special projects and other duties as assigned by management as required.

Who We Are  

EducationDynamics

EducationDynamics is the transformative strategic partner that helps schools meet the challenges and opportunities of serving the Modern Learner. Our mission is to expand opportunity through education by helping colleges and universities understand, engage and serve all students. With services that include marketing, enrollment management, market research, inquiry generation, consulting and student retention, we have dedicated the last 35 years to helping schools prosper as the largest provider of unbundled enrollment growth services.

Our ability to design and execute on a cohesive and unified brand to better serve the Modern Learner is further strengthened by the specialized expertise of our sister companies, RW Jones Agency and Rankin Climate. These two entities allow us to offer a broader and more impactful range of solutions.

What You Offer

Experience 

• Minimum two years experience in a high-volume customer service environment
• Excellent oral and written communication skills
• Strong interpersonal skills including the ability to provide constructive feedback & coaching in a manner that results in improved performance
• Superb attention to detail and accuracy in work flow
• Strong customer service, organizational, listening, critical thinking & analytical skills
• Ability to sit for long periods at a time and have excellent audio skills
• Ability to manage time effectively and meet deadlines and requirements accordingly; often moving among different tasks and responsibilities throughout the day
• Demonstrated objectivity, professionalism, flexibility & maturity