Service Quality Evaluator - Registrar Operations

Company Description

About Adtalem Global Education Adtalem Global Education is a national leader in post-secondary education and leading provider of professional talent to the healthcare industry. Adtalem educates and empowers students with the knowledge and skills to become leaders in their communities and make a lasting impact on public health well-being and beyond. Through equitable access to education environments that nurture student success and a focus on expanding and diversifying the talent pipeline in healthcare Adtalem is building a brighter future for communities and the world. Adtalem is the parent organization of American University of the Caribbean School of Medicine Chamberlain University Ross University School of Medicine Ross University School of Veterinary Medicine and Walden University. Visit Adtalem.com for more information and follow on Twitter and LinkedIn. Adtalem believes in a culture of collaboration creativity and innovation which thrives when we can work flexibly. Depending on your location this role may be hybrid or remote.

• HYBRID – If you reside within 50 miles of Adtalem offices in Chicago IL Addison IL Columbia MD Minneapolis MN and Miramar FL this role is hybrid requiring office presence three days a week (Tue Wed Thu) with the rest of the workweek spent working from home.

• REMOTE – If you live over 50 miles from Adtalem offices in Chicago IL Addison IL Columbia MD Minneapolis MN and Miramar FL this role is remote. However occasional office visits may be required based on business needs with advance communication for such requests.

Job Description

The primary purpose of this role is to assess the effectiveness customer service accuracy and compliance of covered and uncovered colleagues' student interactions and/or processing of students' accounts. Evaluations will be based on communication with students through formal observations; call review and/or account review as well as file and written reviews. The SQEs will prepare documentation related to the observation and provide recommendations for quality and process improvements for their assigned institution and specific function. The SQEs will also partner with client leadership support colleague development and process improvement leading to increased quality service accuracy and compliance.

Responsibilities

• Conduct thorough observation of assigned colleagues/accounts and file reviews projects monitored phone calls and written communications to support effective customer service accuracy and compliance. Quality assurance may target a specific school and/or job function for effectiveness.

• Provide feedback to leaders and colleagues via written observation form and verbal coaching (feedback can vary depending on the needs of the institution and function).

• Establish and maintain strong partnerships with stakeholders tailoring QA processes to the needs of their teams.

• Report and track observation trends service quality accuracy and process or training opportunities in assigned systems.

• Create and maintain QA standard operating procedures for assigned services.

• Recommend and maintain call/example library for training purposes as needed.

• Demonstrate expertise in the area(s) of assigned QA and remain up to date on all institution and functional processes rating criteria and knowledge.

• Partner with client leadership and audit to ensure SQE activities support evolving needs focusing on colleague development/process improvements which result in quality service accuracy and dance.

• Completes other duties as assigned.

• Complies with all policies and standards.

Qualifications

• Bachelor's Degree Required

• 1 year of applicable experience within Adtalem Required or equivalent functional experience from another higher educational institution required and prior experience coaching colleagues and/or conducting observation feedback preferred

• Proven ability to meet/exceed expectations on most recent performance evaluation

• Strong knowledge in the area designated for Registrar Operations QA

• Demonstrated commitment to service quality and high productivity in current/prior roles as well as consistently meeting/exceeding individual QA results

• Ability to exercise active listening and sound judgement

• Strong verbal and written communication skills

• Strong persistence ability to perform repetitive tasks

• Strong time management and ability to multitask and juggle several projects at once

• Comfortable using all required systems used by the function(s) QAed and reporting tools like Excel.

Additional Information

In support of the pay transparency laws enacted across the country the expected salary range for this position is between $18.15 and $32.86. Actual pay will be adjusted based on job-related factors permitted by law such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have and we look forward to learning more about your salary requirements. The position qualifies for the below benefits. Adtalem offers a robust suite of benefits including:

• Health dental vision life and disability insurance

• 401k Retirement Program + 6% employer match

• 15 Days of Paid Vacation Days each Calendar Year

• 12 Paid Holidays + 2 floating holidays For more information related to our benefits please visit: https://careers.adtalem.com/benefits.

Equal Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation