Quality Improvement Manager

At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility.  At Boundless Learning you’ll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide.

The Quality Assurance team provides critical omni channel analysis, insights, recommendations, and feedback to stakeholders responsible for supporting learners at Boundless Learning. The primary function of the Quality Improvement Manager is to manage and support a team of Quality Analysts who are responsible for extracting and deciphering large data sets, completing quality assurance audit reviews, and providing coaching and guidance to the functional teams. In addition, the Quality Improvement Manager ensures that the team provides actionable insights to multiple stakeholders within the business, monitors overall quality KPIs, and leads or is a participant in various projects and initiatives to support the Marketing, Enrollment and Student Success teams.

RESPONSIBILITIES

Specific duties and responsibilities include, but are not limited to, the following.  Other duties and responsibilities may be assigned.

• Manage, coach, and support the Quality Analyst team. 
• Monitor KPI performance and work with the Quality Analysts to identify areas for team improvement and development using data analysis, interaction analysis, audits, and targeted listening.
• Ensure all coaching and training processes as well as any coaching/training interactions or sessions are thoroughly tracked and documented.
• Lead the Quality Analyst team in using data and reporting to recommend opportunities to appropriate functional areas, such as Marketing, Enrollment or Student Success, to improve the learner experience throughout the student lifecycle.
• Drive strategic initiatives to improve the student experience and learner support within the business.
• Manage the relationship with third party vendor contracted to complete call evaluations
• Address any escalated issues as appropriate, such as escalated call disputes with Advisors and/or managers
• Act as a partner to the Legal team to ensure that the team is monitoring required current compliance and transparency statements and ensure any potential violations are reported to the Legal team in a timely manner.
• Use technology available to the team to create efficient and scalable processes and advocate for technology required to impact the internal processes and learner support/experience.
• Provide relevant topics and recommendations to Learning & Development for onboarding and continuous education needs.
• Act as a voice for the learner and a quality advocate in all appropriate projects or initiatives.
• Ensures that the quality analyst(s) follow proper evaluation, documentation, and protocols. 
• Ensure that reports and dashboards are maintained and relevant in driving key business decisions.
• Collaborate closely with the Learner Experience team to combine the voice of the learner data (survey feedback/student interviews) with engagement insights (call/email/SMS/Advisor performance metrics) for a holistic approach to understanding the student experience.
• Assist in maintaining the learner journey phases based on insights and trends within our learner interactions.
• Translate general reporting requests from the business/partners into valuable insights using data from multiple sources, with some effort to anticipate future questions or needs.
• Manage the cadence and process in which we provide valuable insights to Marketing, Enrollment and Student Success teams.
• Act as lead for continuous departmental improvements as well as the lead on any projects impacting quality of learner interactions.

QUALIFICATIONS

• 4-year degree from an accredited institution and/or appropriate combination of education and relatable experience
• Minimum 5 years’ Call Center Quality Assurance experience preferred. 
• Minimum 3 years Higher Education experience preferred. 
• Prior management experience preferred.
• Strong understanding of customer journey mapping preferred.
• Ability to use data to tell a story and drive change with senior leadership.
• Experience using AWS, Observe.AI and/or Interaction Analytics preferred. 
• Capacity to work in a fast-paced environment and to be a self-starter.
• Outstanding written and verbal communication skills.
• Proficient in MS Office with advanced Excel. 
• Proficiency with SharePoint, Tableau, Salesforce, Smartsheets, preferred. 

SUPERVISORY RESPONSIBILITIES

• Manage a team of Senior Quality Analysts and Quality Analysts
• Act as a dotted line manager to contracted vendor for quality

 

*Must be able to work in office full time.