Quality Improvement Manager

📋 Description

• Manage, coach, and support the Quality Analyst team.
• Monitor KPI performance and drive improvements via data and audits.
• Track and document coaching/training interactions.
• Lead data-driven recommendations to Marketing, Enrollment, and Student Success.
• Drive strategic initiatives to improve learner experience.
• Manage relationship with third-party vendor for call evaluations.

🎯 Requirements

• 4-year degree or equivalent experience.
• 5+ years Call Center QA experience.
• 3+ years Higher Education experience.
• Prior management experience preferred.
• Experience with AWS, Observe.AI, or Interaction Analytics preferred.
• Strong ability to use data to tell a story and influence senior leadership.

🎁 Benefits

• Opportunity to collaborate with diverse teams and have your ideas heard.
• Influence learner experiences across the student lifecycle.
• Work with data, dashboards, and analytics to drive decisions.
• Make a global impact on learner success through quality initiatives.