Admissions Training QA Manager at Everspring
Everspring, Inc. is an ed-tech trailblazer. We create customized, integrated digital solutions that enable top universities to design and deliver their programs online, with excellence. Our exceptional technology platform and complementary services empower universities to focus on teaching engaging content that transforms lives.
We offer a range of full-service turnkey solutions and fee-for-service offerings, as well as a set of innovative standalone products. We deliver industry-leading outcomes in academics and instructional design; market research and program design; marketing and lead generation; recruitment and enrollment services; student support and retention services; and technology infrastructure and analytics. Our proprietary methodologies yield uniquely tailored solutions that drive tangible value for our university partners, their faculty, and their students.
Our Admissions team is focused on positively impacting the lives of rising online students. This team is committed to building high-impact relationships in order to guide and assist students through our University partner’s enrollment process.
The Admissions Training & Quality Assurance Manager is an exciting position for an energetic, detail-oriented and results-driven individual who is passionate about online education and helping students succeed. The Training & Quality Assurance Manager will partner with our Admissions function to ensure that we continue to represent our Partners with the highest ethics and exceptional service as the team works with online students to enroll and enable them for success through their education journey. The Admissions Training & Quality Assurance Manager will be responsible for Training and onboarding admissions advisors as well as call, email and chat monitoring and providing effective and constructive feedback on the performance and work quality of Admissions Advisors at Everspring.
This role reports to the VP of Student Engagement and is located in Chicago, IL at our headquarters. Due to Covid 19, the position will temporarily be remote through March 31st, 2021 (subject to change).
Work directly with the Admissions management team to train and onboard all new employees.
Aid Admissions management to implement new business and be subject matter expert on all program operations.
Objectively monitor, evaluate, and document Admission team members calls, chats and emails to ensure quality service goals and standards are met using established processes and metrics.
Verifies that Advisors are providing up to date information, following current processes, and communicating effectively to callers.
Provide ongoing constructive feedback to Admissions Advisors on their call, chat and email performance.
Ensure appropriate number of observations are performed for each team member and evaluate the quality and performance during each observation.
Provide ongoing coaching and feedback on uniform application of guidelines and procedures.
Provides regular QA reporting to the leadership team that reviews Admissions Advisor performance; also identifying any adverse performance trends.
Provides input and assists with the development of training that may be required to improve Admission team performance.
Provides coaching, advice and guidance based on observation findings, and delivers performance feedback.
Mentors newly hired Admissions Advisors to ensure a smooth transition from a learning environment to daily production environment and participates in providing formal training.
Develops job aides and other tools, as necessary.
Maintains a comprehensive working knowledge of policies, procedures and products/programs.
- 3+ years of experience as a Team Lead or Manager within a call center environment required
- 2+ years of consultative sales, customer service or recruiting experience in an online environment
- Bachelor’s Degree from an accredited institution
- Experience monitoring inbound and outbound calls and providing feedback
- A passion for online education and desire to help students achieve their educational goals
- The ability to achieve goals, influence others and meet tight deadlines
- Proven communication and organizational skills
- Demonstrated ability to manage time effectively with multiple priorities
- Possess a sound understanding of positive coaching techniques and strong supervisory skills
- Excellent time management skills
- Excellent oral, written and interpersonal communication skills
- Effective problem-solving skills.
- High degree of initiative and discipline
Everspring is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Everspring makes hiring decisions based solely on qualifications, merit, and business needs at the time.