Enrollment and Service & Support Quality Assurance Specialist

Job Description

The Enrollment and Service & Support Quality Assurance Specialist is responsible for monitoring and evaluating Enrollment and Service & Support employees calls and interactions to ensure that all teams within the department are providing families with exceptional customer service as well as consistent and accurate information.  

Certificates and Licenses: None required.

Residency Requirements: Remote Worker, U.S. residents of the 50 states, and D.C.

SUMMARY: The Enrollment and Service & Support Quality Assurance Specialist is responsible for monitoring and evaluating Enrollment and Service & Support employees calls and interactions to ensure that all teams within the department are providing families with exceptional customer service as well as consistent and accurate information.  

ESSENTIAL FUNCTIONS: The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• Performs employee monitoring and provides data to the Manager of Training and Quality Assurance;

• Utilizes the quality monitoring system to track performance at both a team and individual level;

• Participates in the design of call monitoring evaluation rubrics and quality standards;

• Assists with the coordination of team leadership calibration sessions;

• Reports feedback to Enrollment and Service and Support team leaders and managers;

• Provides actionable metrics to various internal support groups as needed;

• Prepares and analyzes internal and external quality reports for management staff review;

• Analyzes and reports on trends identified through AQM analytics software;

Supervisory Responsibilities:

This position has no formal supervisory responsibilities.

MINIMUM REQUIRED QUALIFICATIONS:   

• Bachelor’s Degree AND

• Two (2) years of call center, quality assurance and/or sales experience OR

• Equivalent combination of education and experience

System Requirements:  

• Our work from home members are required to have and maintain High-speed internet connection. At the minimum 50Mbps download speed and 10Mbps upload speed, if not competing with other household users. For the sake of call quality, satellite, DSL, data plans, wireless or dial-up services are not compatible. 

• Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway). This interferes with our systems and must be disabled by the provider.

• Ethernet connection is preferred.

OTHER REQUIRED QUALIFICATIONS: 

• Physical requirements: sedentary work, fluent typing, listening, speaking, extensive reading, repetitive motions, and extended computer usage.  

• Ability to maintain a professional home …