Admissions Training QA Manager at Everspring

| Chicago
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Description

About Us

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 Team

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).

 

Responsibilities

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.

Requirements

  • 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.

 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Ember.jsFrameworks
    • SpringFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • XDDesign
    • InDesignDesign
    • PremiereDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • SalesforceCRM
    • MarketoEmail
    • MarketoLead Gen

Location

Experts at staying connected, our offices are in the Loop, steps from the river, public transit and the best food in the West Loop and River North.

An Insider's view of Everspring

What’s the vibe like in the office?

The vibe in the office is casual and collaborative. There is a lot of teamwork cross-functionally. You're exposed to a wide range of operations that don't only focus on your specific role, but the business as a whole. There are many opportunities to learn from your colleagues in marketing, learning design, and technology!

Aggie

Client Engagement Manager

What does your typical day look like?

What excites me about working in Admissions is that you never know what you're getting yourself into each day. I live for the challenging questions thrown at me and overcoming their obstacles or objections. At the end of the day, I'm honored to be a part of their journey...my goal is to leave them with an impression they'll never forget.

Jeffrey

Team Lead - Admissions Advisor

How has your career grown since starting at the company?

I have been given the opportunity to go from managing a few projects on a handful of technologies to managing the product strategy for over three dozen products with multiple projects running concurrently. Everspring has given me the opportunity to gain my stride by providing me the freedom to exercise my creativity and technology domain knowledge.

Abuzar

Director of Product Development

How do you collaborate with other teams in the company?

Growing up, my father always used to sit me down and talk to me about life. My biggest takeaway from those talks is that I should always surround myself with good people.
Good people are the most important asset an organization can have, and Everspring definitely has this asset. Our culture promotes creativity, collaboration and personal growth.

Michael

Admissions Advisor II

What are Everspring Perks + Benefits

Everspring Benefits Overview

We understand that our employees are our success. We are dynamic, curious, passionate and collaborative problem solvers who push the boundaries of innovation on a daily basis. Our growth is a direct result of their investment in us. That’s why we offer a competitive and comprehensive benefits package that includes health coverage, a 401K plan, company-paid life insurance, work-life balance benefits and much more. We also know that our employees understand the spirit of Everspring better than anyone. We offer a generous referral bonus when employees help us identify the mix of talent, drive and personality that results in a successful hire.

Because our employees invest their talents and efforts in us, we strive to invest in them and their needs. We understand that time off is important, so we provide both paid company holidays and a generous PTO accrual policy, allowing our employees to take time off and recharge based on their unique, individual needs.
Wellness is an important part of our company culture, so we cover the majority of the cost for our in-building gym, allowing our employees easy access to fitness, wellness and peace of mind. We also participate in the annual Chase Corporate Challenge, allowing our employee community an opportunity to take part in collective fitness, fun and celebration.

In our downtown location on the Chicago River, our offices occupy the 22nd floor, offering our employees an expansive view of our beautiful city and a daily display of the beating heart of the Loop. And in our spacious, luxurious 30th floor coffee lounge, employees can take a midday beverage break, lead collaborative sessions at communal work tables or just get some heads down time on the regular.

Because we work hard, we play hard as well. Everspring offers a wealth of unique socialization outlets for its employees, ensuring that our dynamic, innovative culture is upheld through connection and camaraderie. Explore a few of the ways we stay connected:

- Culture committee dedicated to cross-company collaboration, education and community engagement
- Regular social events including game nights, happy hours, team and company outings, corporate races,
summer and holiday parties, and potlucks
- Endless coffee, soft drinks and sparkling water to suit anyone’s taste bud needs
- Casual and open office environment

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Hiring Practices that Promote Diversity
Everspring is an equal opportunity employer that is committed to and celebrates diversity and inclusion in the workplace.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
The confidential Employee Assistance Program can help you with things like stress, anxiety, depression, chemical dependency, relationship or legal issues. This is a free service to employees.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Starting in the 1st quarter of 2021, Everspring will provide employees with a 401(k) employer match. As a company, we'll be matching dollar-per-dollar up to 4% of an employee’s deferral into the 401
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Our remote work program includes work from home one day per week after 6 months of employment.
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
We offer between 15 and 30 days of paid time off per year based on years of service.
Paid Volunteer Time
Sabbatical
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Everspring offers a variety of coffee, tea, soda and those delightful flavored seltzer waters.
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
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