Analyst, QA & Insights

About Ross University School of Medicine

Ross University School of Medicine (RUSM), an Adtalem Global Education institution, expands access and opportunity to students on the path to becoming skilled physicians who are determined to make an impact in global communities. RUSM has graduated more than 15,000 alumni who practice in the U.S. and Canada. Located in Barbados, RUSM promotes equitable educational access through the Access and Inclusion in Medicine (AIM) Scholars Program to advance equity in healthcare through diversity and inclusion and to directly impact underserved communities by decreasing health disparities in the U.S. RUSM is accredited by the Caribbean Accreditation Authority for Education in Medicine and Other Health Professions.

Visit medical.rossu.edu for more information, and follow on Twitter, Instagram, Facebook, and LinkedIn.

Adtalem believes in a culture of collaboration, creativity, and innovation, which thrives when we can work flexibly. 

• HYBRID – If you reside within 50 miles of Adtalem offices in Chicago, IL, Addison, IL, Columbia, MD, Minneapolis, MN, and Miramar, FL this role is hybrid, requiring office presence three days a week (Tue, Wed, Thu), with the rest of the workweek spent working from home.

Opportunity at a Glance
Fuel your passion for driving student enrollment success! This role seamlessly integrates Quality Assurance expertise with advanced Data Analysis.  Leveraging your technical prowess in Excel, SQL, and AI, you'll transform student call data into actionable insights. Uncover hidden trends, identify student concerns, and pinpoint missed enrollment opportunities.  Your data-driven recommendations will directly influence the optimization of student interactions, training materials, and strategic enrollment decisions.  Become a key player in shaping the future of student enrollment!

Responsibilities

• Data Analysis and Insights:

• Identify trends and patterns in student interactions and performance metrics.

• Analyze conversions rates by buckets/functions for areas of opportunity

• Analyze missed opportunities and areas for prospect engagement improvement.

• Contribute to data-driven calibrations and leadership meetings.

•  Write complex SQL queries to extract, clean, and transform student enrollment call data for further analysis

• Leverage data visualization tools (e.g., Power BI, Monday.com) to create compelling presentations for stakeholders, highlighting insights and recommendations.

• Build and maintain word trees/word cloud of findings

• Conduct reviews across various interaction types (calls, interviews, presentations).

• Compile and cleanse the data from prospect/student accounts (notes stages, statuses, decisions)

• Review with compliance about industry standards, regulations, and internal policies.

• Analyze secret shopper reports and track resolution plans.

• Conduct thorough observation of assigned colleagues/accounts and file reviews, projects, monitored phone calls, and written communications for specific schools and/or job functions.

• Evaluate effectiveness, customer service, accuracy, and compliance with industry standards, regulations, and internal policies.

• Provide feedback to leaders and colleagues via written observation forms and verbal coaching (feedback can vary depending on agreement with institution and function).

• Report and track observation trends for individual and team QA activities related to service quality, accuracy, and process or training opportunities in assigned systems.

• Recommend colleague development coaching/training and process improvements based on QA and identified trends.

• Utilize advanced Excel formulas to analyze call recordings, transcribe key elements, and categorize interactions based on specific criteria.

• Design and build dashboards to visualize call center performance metrics, including agent call volume, conversion rates, and adherence scores.

Additional Skills:

• Demonstrate expertise in the areas of assigned QA and remain up-to-date on all institution and functional processes, rating criteria, and knowledge.

• Provide recommendations/enhancements on current policies and procedures and participate in project planning and implementation of process improvement initiatives.

• Utilize natural language processing (NLP) techniques to analyze call transcripts and identify common student concerns, objections, and missed opportunities.

• Develop and maintain automated data pipelines for efficient data extraction and analysis.

• Build word trees and word clouds to visually represent the most frequent keywords and phrases used in student interactions.

• Using advanced Excel, SQL, and AI to analyze student calls, uncover hidden trends and issues, and translate those insights into actionable improvements for the enrollment process

• Performs other duties as assigned

• Complies with all policies and standards

• Bachelor's Degree or Higher - Required. 
  • Business, Data Analytics, Marketing, Psychology, Social Science. Preferred. 
• 3+ years Data Analysis / Business Analyst.  Required.
• 3+ years Python / SQL / Advanced Macros Experience, Required.
• 2+ years Conversational Intelligence Software Experience, Preferred.
• 3+ years Quality Assurance. Preferred.
• 2+ year of applicable experience within Adtalem or equivalent functional experience from another educational institution. Preferred.

Quality Assurance:

• Experience with quality assurance principles and methodologies.
• Understanding of relevant compliance regulations and industry standards.
• Ability to identify and document quality issues effectively.

Data Analysis: 

• Proficiency in data analysis tools and techniques.
• Excellent analytical and problem-solving skills.
• Ability to translate data into actionable insights.
• Proficiency in data analysis tools and techniques.
• Excellent analytical and problem-solving skills.
• Unstructured data analysis.
• Ability to identify and document issues effectively.

Communication: 

• Excellent written and verbal communication skills. 
• Ability to present complex data and insights to technical and non-technical audiences.

Systems: 

• CRM software; preferably Salesforce 
• Automated QA platforms (i.e., Tethr, Qualtrics, Invoca, Observe AI) 
• Microsoft Suite (i.e., Excel, One Note, Powerpoint, Word)

Additional skills:

• Attention to detail and strong organizational skills.
• Ability to work independently and as part of a team.
• Critical thinking abilities and strategic implementation
• The desire to learn/grow
• Familiarity with the education sector and student recruitment is a plus.

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $59923.09 and $108334.92. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits.

Adtalem offers a robust suite of benefits including:

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• Participation in Adtalem’s Flexible Time Off (FTO) Policy
• 12 Paid Holidays
  
  For more information related to our benefits please visit: https://careers.adtalem.com/benefits.
  
  You are also eligible to participate in an annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Equal Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation