Quality Improvement Manager

Boundless Learning•London, AZ

2d•Onsite

About The Position

At Boundless Learning, we are dedicated to empowering our customers to deliver exceptional experiences that expand opportunities for learners globally. Our core mission is learner success, and we strive to enable our partners to provide personalized, learner-centric experiences that enhance access and foster economic mobility. Joining Boundless Learning offers the chance to collaborate with passionate, diverse teams where your ideas are valued and your expertise is respected. We invite you to be part of our transformative journey in education, making a significant difference in learners' lives worldwide. The Quality Assurance team plays a crucial role by providing comprehensive omni-channel analysis, insights, recommendations, and feedback to stakeholders supporting learners at Boundless Learning. The Quality Improvement Manager's primary responsibility is to lead and support a team of Quality Analysts. This team is tasked with extracting and interpreting large datasets, conducting quality assurance audit reviews, and delivering coaching and guidance to functional teams. Additionally, the Quality Improvement Manager ensures the team delivers actionable insights to various business stakeholders, monitors overall quality Key Performance Indicators (KPIs), and spearheads or participates in projects and initiatives aimed at supporting the Marketing, Enrollment, and Student Success teams.

Requirements

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.

Responsibilities

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.