Service Quality Specialist – Student Success Advising - Walden University

 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.
 

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

• 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

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