Admissions Quality & Performance Manager

Colibri Group

26d

About The Position

Colibri Group is seeking an Admissions Quality & Performance Manager to improve prospective educators’ experience from first inquiry through enrollment and program start. The role strengthens admissions communications by using AI-assisted conversation review, targeted human evaluation, and performance data to identify opportunities and turn findings into practical coaching and process improvements. The position supports stronger enrollment conversion, fewer avoidable drop-offs, and an experience aligned with Moreland University’s mission.

This is a hands-on, cross-functional role for someone with experience in service-oriented admissions or consultative customer interactions. The manager will review calls, emails, and texts; collaborate with admissions leaders; work with HubSpot and reporting tools; and translate interaction and performance trends into changes teams can put into practice. The position works with Admissions, Marketing, Revenue Operations, Account Management, Program Advisors, and other partners.

Requirements

• Hands-on experience evaluating customer or candidate interactions and using performance information to recommend improvements.
• Track record in admissions quality, contact-center QA, customer experience, sales quality, or a closely related service-oriented environment, with responsibility for improving customer or candidate interactions.
• Experience reviewing calls or written communications, applying quality standards consistently, and translating observations into constructive, specific guidance.
• Examples of improving conversion, response time, quality, follow-up effectiveness, or another meaningful service or sales outcome.
• Practical proficiency with HubSpot or a comparable CRM, Excel, and dashboard/reporting tools such as Power BI or Tableau.
• Ability to identify trends in data and explain what they mean.
• Ability to balance speed, enrollment outcomes, empathy, accuracy, and compliance when evaluating team interactions with prospective educators.
• Clear communication and confidence collaborating across admissions, marketing, account management, and operations, including giving candid feedback and helping others act on it.
• Bachelor’s degree in business, analytics, education, or a related field.
• SQL and Python are not required.
• This is not a software testing or coding role; candidates whose experience is primarily software testing or technical QA without human-facing service interaction improvement experience may not be suited to the role.

Nice To Haves

• Higher education admissions experience is strongly preferred; comparable experience in a service-driven environment will also be considered.
• Familiarity with teacher certification and education-specific rules.
• Experience with AI-assisted conversation intelligence and QA platforms such as Gong, Observe.AI, or CallMiner, or similar tools.
• Experience with candidate experience survey and feedback tools such as Qualtrics, Medallia, or comparable solutions.
• Experience with CRM quality reporting, including data accuracy, stage definitions, and follow-up activity; BI dashboards; quality scorecards; calibration reviews; funnel analysis; service-level monitoring; or structured testing of outreach or process changes.

Responsibilities

• Develop and maintain practical quality-assurance scorecards for calls, emails, and texts, using AI-assisted review and targeted human evaluation to assess accuracy, responsiveness, empathy, follow-up, and candidate experience.
• Partner with admissions leadership to calibrate quality expectations, identify effective interaction patterns, provide actionable feedback, and improve scripts, outreach practices, and individual coaching.
• Analyze inquiry-to-enrollment performance across B2C, B2B2C, and B2B journeys; identify candidate disengagement, reasons applications are closed-lost, and opportunities to advance qualified candidates.
• Use HubSpot, Excel, and reporting dashboards to track lead response time, stage progression, enrollment yield, time to enrollment, enrollment melt, quality trends, and other key measures.
• Map candidate touchpoints, handoffs, follow-up expectations, and service-level targets, and work with cross-functional partners to address delays, repeat contacts, and inconsistent information.
• Combine surveys, lost-candidate conversations, support trends, and interaction reviews to understand satisfaction and improve the experience through onboarding and early program participation.
• Flag inaccurate or incomplete program, cost, certification, and eligibility information, along with potential contact-consent or other compliance concerns; escalate issues to appropriate owners and measure corrective changes.
• Recommend and test improvements, and help turn insights into everyday team practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager