The Quality Assurance Specialist is responsible for ensuring the consistent delivery of exceptional student engagement experiences across the Student Engagement Center (SEC). This role serves as a strategic partner to leadership by evaluating quality, identifying performance trends, coaching representatives, and recommending operational improvements that enhance both the student experience and institutional outcomes. The Quality Assurance Specialist is responsible for maintaining quality standards across multiple client programs, ensuring adherence to client-specific procedures, institutional policies, regulatory requirements, and SEC quality expectations. Through ongoing monitoring, coaching, reporting, and collaboration, this position drives continuous improvement and supports operational excellence.
Duties and Responsibilities
- Quality Monitoring & Evaluation
- Monitor, evaluate, and score inbound and outbound interactions across multiple client programs using established quality standards.
- Ensure representatives consistently adhere to client procedures, communication standards, compliance requirements, and operational expectations.
- Identify root causes of recurring quality issues and recommend sustainable corrective actions.
- Identify trends, recurring issues, and opportunities for quality improvement.
- Conduct calibration sessions to ensure scoring consistency across evaluators and leadership.
- Participate in client-specific quality reviews and provide supporting documentation when requested.
- Coaching & Performance Development
- Deliver timely, constructive coaching to representatives through one-on-one feedback sessions.
- Develop individualized coaching plans to improve performance and reinforce best practices.
- Partner with supervisors to monitor coaching action plans and verify sustained performance improvement.Â
- Recognize high-performing representatives and share best practices across the team.
- Assist in the development and delivery of quality-related training.
- Reporting & Operational Insights
- Analyze quality trends and identify opportunities to improve operational performance.
- Develop weekly and monthly quality reports highlighting strengths, opportunities, risks, and recommendations.
- Present findings to leadership and contribute to operational discussions.
- Monitor coaching effectiveness and measure improvement over time.
- Training & Continuous Improvement
- Collaborate with Training, Operations, and Leadership to identify knowledge gaps.
- Recommend updates to procedures, scripts, training materials, and workflows based on quality findings.
- Support new program launches by participating in quality planning and calibration.
- Assist in developing quality standards for new clients and initiatives.
- Assist in developing and maintaining quality documentation, evaluation standards, and best practice guides.Â
- Client & Program Support
- Maintain familiarity with multiple client programs, procedures, CRMs, and communication expectations.
- Ensure quality evaluations reflect institution-specific policies and procedures.
- Support client audits and quality reporting requests.
- Participate in client meetings as requested to discuss quality trends and recommendations.
- Documentation & Compliance
- Maintain accurate documentation of evaluations, coaching sessions, and performance trends.
- Ensure compliance with FERPA, TCPA, institutional policies, and Carnegie operational standards.
- Protect confidential student information and maintain data integrity.
- Technology & Systems
- Utilize quality monitoring platforms, telephony systems, CRM platforms, and reporting tools to support quality initiatives.
- Quickly adapt to new technologies and client systems.
- Maintain proficiency in systems including Five9, Slate, Banner, Salesforce, TargetX, Virtual Observer (or equivalent), and Microsoft Office.
Knowledge/Skills/Abilities
- Due to the remote environment, effective communication and time management skills are required, as well as the ability to use/learn multiple technology platforms and switch between them on a regular basis
- Ability to provide objective and consistent evaluations
- Strong interpersonal and coaching skills
- Ability to influence without direct authority
- Ability to interpret quality data and performance metrics
- Excellent active listening skills
- Ability to identify trends and recommend process improvements
- Strong critical thinking and decision-making abilities
- Ability to thrive in a fast-paced, multi-client environment
- Strong conflict resolution and professional communication skills
- High level of integrity and discretion when handling confidential information
- Physical requirement: Must be able to work at a computer for prolonged periods
- Physical requirement: Due to the remote environment, good internet connection is required.
Required Credentials and Experience
- Bachelor’s degree preferred or equivalent combination of education and experience.
- Minimum of two years of experience in Quality Assurance, Contact Center Operations, Student Services, Enrollment Management, or related field.
- Exceptional written and verbal communication skills.
- Strong analytical and problem-solving abilities.
- Experience providing coaching and performance feedback.
- Experience working with quality scorecards, KPIs, and performance metrics.Â
- Excellent organizational and time management skills.
- Ability to manage multiple priorities across numerous client programs.
- Strong attention to detail and commitment to accuracy.
- Ability to maintain confidentiality and professionalism.
Preferred Credentials and Experience
- Experience in higher education enrollment, admissions, financial aid, or student services.
- Experience in a contact center environment.
- Experience supporting remote or hybrid teams.Â
- Experience with quality monitoring software (Virtual Observer or similar).
- Experience using Five9, Slate, Salesforce, Banner, or comparable CRM/SIS platforms.
- Experience analyzing operational data and presenting recommendations.