Quality Assurance Coordinator

Tysons Corner, VA - USA

Monthly Salary: Not Disclosed

Posted on: 15 hours ago

Vacancies: 1 Vacancy

Job Summary

As aQuality Assurance Coordinator youll take a lead role in ensuring the Enrollment Team delivers high-quality compassionate and effective interactions with prospective families. This team serves as the first point of contact for individuals considering ACCEL schools and your work will ensure their experience meets our highest standards from the very beginning.

Youll go beyond auditing callsyoull design a new QA rubric and process bring analytical rigor to surfacing trends proactively recommend improvements to training and workflows and collaborate cross-functionally with Enrollment Leadership School Operations and Analytics teams to drive strategic quality initiatives. Youll serve as a quality expert and trusted partner.

This role reports into the Enrollment Director.

WHAT YOUVE DONE

In Your First 3 Months You Will:

Deeply understand our systems Enrollment workflows parent/student journey.
Fully own the review and scoring of Enrollment Team interactions which include phone text email and chat.
Identify quality trends and provide insight-driven recommendations.
Identify the right processes and opportunities for improving feedback from QA processes to redesign training

On an Ongoing Basis You Will:

Be viewed as a strategic thought partner by Enrollment leaders influencing how we train coach and measure the effectiveness of our team.
Drive redesign and improvements in our training QA processes frameworks and tools.
Contribute to a culture of excellence empathy and continuous improvement across the organization.

WHAT LEADS TO SUCCESS

Act with our families and schools in mind. You understand the importance of an excellent experience for our enrolling families as well as understand the importance of our schools guidelines.
Move with purpose. Youre biased to action. You know how to identify and prioritize your initiatives needs and do what it takes to ensure that urgent and important needs are acted on immediately. Youre always solving problems and going the extra mile for others.
Seek diverse perspectives.You are humble and proactively seek feedback from others. Youre always looking to learn and grow.
Operational orientation.Creating and improving processes is second nature for you. You build repeatable reliable and efficient processes and are able to train others accordingly.
Analytically strong.Youre comfortable with data can spot trends and outliers and use insights to drive decisions and improvements.
Expertise. Youve worked in service and/or educational oriented roles and have familiarity with quality auditing coaching and feedback.
Experienced.Youve spent 35 years in quality assurance coaching training or a related operational role ideally in an education enrollment or contact center environment. You have experience developing QA tools and coaching others to success.
Effective listener and communicator. You are persuasive and articulate but you always start by listening. You build rapport trust and great working relationships with colleagues.
Comfort with ambiguity. You have a proven track record of success within scaling businesses fast-paced environments and/or startups. You understand that rapid changes to the business strategy organization and priorities are par for the course.
A desire to learn how to use new technologies.We are an education company focused on interacting with families in ways that work for them. You have experience with various technologies or you are comfortable with learning new software applications.

EQUAL EMPLOYMENT OPPORTUNITY

It is our policy to abide by all federal state and local laws prohibiting employment discrimination based solely on a persons race color religious creed sex national origin ancestry citizenship status pregnancy childbirth physical disability mental and/or intellectual disability age military status veteran status (including protected veterans) marital status registered domestic partner or civil union status familial status gender (including sex stereotyping and gender identity or expression) medical condition genetic information sexual orientation or any other protected status except where a reasonablebonafideoccupational qualification exists.

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Required Experience:

This role reports into the Enrollment Director.

WHAT YOUVE DONE

In Your First 3 Months You Will:

Deeply understand our systems Enrollment workflows parent/student journey.
Fully own the review and scoring of Enrollment Team interactions which include phone text email and chat.
Identify quality trends and provide insight-driven recommendations.
Identify the right processes and opportunities for improving feedback from QA processes to redesign training

On an Ongoing Basis You Will:

Be viewed as a strategic thought partner by Enrollment leaders influencing how we train coach and measure the effectiveness of our team.
Drive redesign and improvements in our training QA processes frameworks and tools.
Contribute to a culture of excellence empathy and continuous improvement across the organization.

WHAT LEADS TO SUCCESS

Act with our families and schools in mind. You understand the importance of an excellent experience for our enrolling families as well as understand the importance of our schools guidelines.
Move with purpose. Youre biased to action. You know how to identify and prioritize your initiatives needs and do what it takes to ensure that urgent and important needs are acted on immediately. Youre always solving problems and going the extra mile for others.
Seek diverse perspectives.You are humble and proactively seek feedback from others. Youre always looking to learn and grow.
Operational orientation.Creating and improving processes is second nature for you. You build repeatable reliable and efficient processes and are able to train others accordingly.
Analytically strong.Youre comfortable with data can spot trends and outliers and use insights to drive decisions and improvements.
Expertise. Youve worked in service and/or educational oriented roles and have familiarity with quality auditing coaching and feedback.
Experienced.Youve spent 35 years in quality assurance coaching training or a related operational role ideally in an education enrollment or contact center environment. You have experience developing QA tools and coaching others to success.
Effective listener and communicator. You are persuasive and articulate but you always start by listening. You build rapport trust and great working relationships with colleagues.
Comfort with ambiguity. You have a proven track record of success within scaling businesses fast-paced environments and/or startups. You understand that rapid changes to the business strategy organization and priorities are par for the course.
A desire to learn how to use new technologies.We are an education company focused on interacting with families in ways that work for them. You have experience with various technologies or you are comfortable with learning new software applications.