Service Quality Evaluator II

Walden University is a member of Adtalem Global Education (NYSE: ATGE). More than 50 years ago, Walden University was founded to support adult learners in achieving their academic goals and making a greater impact in their professions and communities. Students from across the U.S. and more than 115 countries are pursuing a certificate, bachelor’s, master’s, or doctoral degree online at Walden. The university offers more than 100 online degree and certificate programs. Walden University is accredited by The Higher Learning Commission, hlcommission.org. For more information, please visit WaldenU.edu and WaldenFacts.com.

The primary purpose of this role is to assess the effectiveness, customer service, accuracy, and compliance of covered and uncovered colleagues’ student interactions and/or processing of students’ accounts. Evaluations will be based on colleagues’ communication with students through formal observations; call review and/or account review as well as file and written reviews. The SQEs will prepare documentation related to the observation and provide recommendations for quality and process improvements for their assigned institution(s). The SQE II proactively partners with client leadership as well as SOCOE training to support colleague development and process improvement leading to increased quality service, accuracy and compliance. The SQE II will be responsible for understanding multiple institutions and/or functional processes, rating criteria and program knowledge. Identifies and supports implementation of SQE process improvements to align with business and client/partner needs.

• Conduct thorough observation of assigned colleagues/accounts and file reviews, projects, monitored phone calls, and written communications for a specific school and/or job function for effectiveness, customer service, accuracy and compliance.
• Provide feedback to leaders and colleagues via written observation form 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.
• Recommends colleague development coaching/training and process improvements based on QA and trends identified.
• Perform file QA observation and feedback for functional teams and individual colleagues through the operations workflow which is subject to adjustments in support of client needs.
• Recommend and maintain call/example library for training purposes, as needed.
• Demonstrate expertise in the areas of assigned QA and remain up to date on all institution and functional processes, rating criteria and knowledge.
• Performs QA for multiple functions/institutions as assigned.
• Supports SOCOE and client leadership training initiatives.
• Proactive partnership with client leadership, SOCOE Training and Audit to ensure SQE activities support evolving needs with focus on colleague development / process improvements which result in quality service, accuracy and compliance.
• Provide recommendations/enhancements on current policies and procedures and participates in project planning and implementation of process improvement initiatives.
• Provide coaching to new hires or existing SQEs who need to further develop functional or competency skills.
• Completes other duties as assigned.

• Bachelor's Degree Required
• 2 + years of quality assurance/evaluation experience Required and
• Successfully performs all functions of SQE I, including consistent quality QA, productivity, achievement of individual success targets and teamwork.
• Proven ability to meet/exceed expectations on most recent performance evaluation.
• Must demonstrate strong knowledge in the area designated for QA (i.e. Student Finance, Academics, Admissions, Registrar Services – Processing and/or Advising).
• Skilled in supporting multiple QA functions and/or institutions.
• Demonstrated commitment to service quality and high productivity.
• Must have knowledge of federal and state financial aid rules and regulations.
• Prior success in coaching colleagues and/or conducting observation feedback required.
• Ability to exercise active listening and sound judgement.
• Strong verbal and written communication skills
• Strong persistence, ability to perform repetitive tasks.
• Strong time management and ability to multitask and juggle several projects at once.
• Displays expertise in use of all required systems used by the function(s) QAed, as well as reporting tools such as Excel
• High level of interpersonal and communication skills, ability to work independently as well as function as part of a team.

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $19.91 and $36.09. 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
• 15 Days of Paid Vacation Days each Calendar Year 12 Paid Holidays + 2 floating holidays.

For more information related to our benefits please visit: https://careers.adtalem.com/benefits

We are proud to be an EEO employer M/F/D/V. At Adtalem, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.