Service Quality Specialist – Student Success Advising
Company Description
Walden University, an Adtalem Global Education institution, supports a diverse community of adult learners from across the U.S. and other countries, who seek to achieve their academic goals and make positive, lasting social change in their professions and communities. Walden offers more than 100 online degree and certificate programs, for students pursuing a bachelor’s, master’s, doctoral or certificate. Walden University has graduated more than 174,000 students and is accredited by the Higher Learning Commission.
Visit WaldenU.edu for more information, and follow on Twitter, Instagram, Facebook, Instagram and LinkedIn.
Job Description
Opportunity at a Glance
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 as well as SOCOE training to 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 in support of 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 with the needs of institution and function)
- Report and track observation trends, service quality, accuracy, and process or training opportunities in assigned systems
- Perform QA observation and feedback for functional teams and individual colleagues through the monthly operations workflow which is subject ot adjustments in support of client needs.
- 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
- Support SOCOE and client leadership training initiatives as needed
- Partner with client leadership, SOCOE Training and Audit to ensure SQE activities support evolving needs with focus on colleague development / process improvements which result in quality service, accuracy and compliance.
- Completes other duties as assigned.
- Performs other duties as assigned
- Complies with all policies and standards
Qualifications
- Bachelor's Degree Required
- 1 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 QA (i.e. Student Finance, Academics, Admissions, Registrar Services – Processing and/or Advising) preferred
- 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, as well as reporting tools such as Excel - High level of interpersonal and communication skills, ability to work independently as well as function as part of a team
Additional Information
In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $18.70 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
Average salary estimate
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At Walden University, we’re on the lookout for a Service Quality Specialist – Student Success Advising to join our dedicated team in Minneapolis, MN. This role isn’t just about checking boxes; it’s about making a genuine impact on our students’ educational experiences. As a Service Quality Specialist, you’ll dive deep into evaluating the effectiveness of student interactions, ensuring that our colleagues are delivering the stellar support that our diverse community of learners relies on. Imagine conducting observations, reviewing calls, and analyzing account processes—all aimed at enhancing our service quality and compliance. You'll be forming partnerships with team leaders, offering valuable feedback through both written and verbal coaching. Your insights will help us identify trends and drive process improvements that resonate with our commitment to quality education. We’re looking for someone with a bachelor’s degree and a proven track record in a similar setting, ideally with experience in coaching. If you’re a proactive communicator who thrives in a dynamic environment, this might just be the perfect opportunity for you. Join us at Walden University, where your expertise will shape the academic journeys of over 174,000 students and counting. Ready to make a difference? We can’t wait to meet you!
We provide global access to knowledge that transforms lives and enables careers. Adtalem Global Education is focused on a path to become the leading provider of professional talent to the healthcare industry. We are committed to serving student...
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