Quality Assurance Officer

QUALITY ASSURANCE OFFICER

Job Description:

The position holder will excel working individually or as a team, be able to manage time effectively and work closely to meet the goals for the department and the company.

What You’ll Do:

The Quality Assurance Officer works under the umbrella of the Quality Assurance Manager and assists in coordinating efforts mostly to be able to comply with all activities requested by her/his supervisor.

The Quality Assurance Officer will be able to work individually and in a team, be able to manage time effectively and work closely to meet the goals for the department and the company.

Assist in training efforts and collaboration across all the departments. The Quality Assurance Officer should be able to assist in Quality Assurance Measures.

The position holder will carry out the following duties (but not limited to):

• Course Audits

• Grade Audits

• Customer Service Audits

• Sales Process Audits

• Documentation Audits

• Call Monitoring

• Any Audit and monitoring that is needed for compliance

• Monitor inbound and outbound call responses to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

• Partners with managers and supervisors to identify key performance drivers and build appropriate training and quality assurance initiatives.

• Participate in design of call monitoring formats and quality standards.

• Coordinate and facilitate call calibration sessions for collaborators

• Provides regular,constructive feedback to team leaders and managers.

• Create KB articles with the current process more clear and differences between programs better outlined.

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

• Ensure compliance with the company’s quality systems.

• Audit to admissions review and confirmation of documentation per student, database upkeep of students admitted on a daily basis.

• Validation of confirmed enrollments : verify admissions payment, verify all documents online, validate any conditional admissions, process final enrollment, update new students reports, hand in notes

● Keep Quality Assurance sheet for admissions up to date

● Keep Evaluation of completed applicants to under 3 days

● Update student sheet with correct details for advising to take over

● Have strong attention to detail since every process relies on data entered or reviewed.

● Create KB articles with the current process more clear and differences between programs better outlined.

● Pull “soft coaching calls” 2 per Team Elite counselor weekly on Monday and place in the folder numbered for the weeks.

● Pull “soft coaching calls” 2 per Team Dragon counselor weekly every other Monday and place in the folder numbered for the weeks. The goal is to process all within 48hours

Qualifications and Experience/Skills

• At least Bachelor’s degree in related field

• Must have at least 3 years of experience in Quality Monitoring & Management.

• Must have at least experience in making and monitoring calls.

• English Speaking and writing

• Quality Monitoring experience preferred

• Customer Service Experience

• Good communication skills

• Results Oriented work attitude