Quality Assurance Auditor

We have partnered with one of our top clients in the higher education space on their need for a Quality Assurance Auditor. If you're someone that believes in the positive impact of continuing education and helping others plan to reach their educational and career goals, this might be the career for you!

Our Quality Assurance Auditor’s role is to assess the effectiveness, customer service, accuracy, and compliance of colleagues' calls with prospective students. QA Auditors Conduct thorough observation of assigned colleagues/accounts and file reviews. Evaluations will be based on colleagues' communication with prospective students through formal observations.

Schedule: Our team operates on a Monday - Friday 8am-5pm schedule

Pay: The starting pay range will be between $20-23/hr and we promote career progression opportunities.

Work Model: This role is currently working remotely, but there is potential it will become hybrid in the future. Must be open to a hybrid work model (Mon-Thurs in-office, Fri remote)

Employee Benefits: We offer weekly pay, medical insurance, dental insurance, vision insurance, life insurance, 401k, short-term disability, employee discounts, career advancement opportunities, and so much more!

Day in the Life -

Perform a continuous process of evaluating and identifying key behaviors that improve prospective student’s experience

Monitor calls via silent monitoring of live calls or review of recorded calls

Assess interactions to ensure program guidelines are strictly adhered to for compliance

Manage reporting, documentation accuracy and call quality performance

Monitor telephony platform metrics for each Specialist

Prepare individual and project summary reports

Recommend and maintain call/example library for training purposes, as needed

Monitor compliance regarding proper and appropriate use of approved resources

Provide feedback to leaders and colleagues via written observation form and verbal coaching

Keys to Success -

Bachelor's degree required

Quality Assurance experience in a Call Center environment is a plus

Prior experience in an Academic setting is a plus

Able to quickly learn new computer systems and databases

Having a passion for higher education and the desire to help prospective students reach their goals

Able to craft well-written and detailed, evaluations of fellow colleagues

Able to work in a team and goal-oriented environment

Internally motivated and a self-starter