Service Quality Evaluator

About Adtalem Global Education

Adtalem Global Education is a national leader in post-secondary education and leading provider of professional talent to the healthcare industry. Adtalem educates and empowers students with the knowledge and skills to become leaders in their communities and make a lasting impact on public health, well-being and beyond. Through equitable access to education, environments that nurture student success, and a focus on expanding and diversifying the talent pipeline in healthcare, Adtalem is building a brighter future for communities and the world.

Adtalem was named one of America’s Most Responsible Companies in 2021 and 2023 by Newsweek and Statista, and one of America’s Best Employers for Diversity in 2021 and 2022 by Forbes and Statista. Adtalem’s family of institutions has more than 300,000 alumni and 10,000 employees. Adtalem is the parent organization of American University of the Caribbean School of Medicine, Chamberlain University, Ross University School of Medicine, Ross University School of Veterinary Medicine and Walden University.

Visit Adtalem.com for more information, and follow on Twitter and LinkedIn.
 

Opportunity at a Glance
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 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 and specific function. The SQEs will also partner with client leadership support colleague development and process improvement leading to increased quality service, accuracy and compliance.

Responsibilities

• Conduct thorough observation of assigned colleagues/accounts and file reviews, projects, monitored phone calls, and written communications in support of effective customer service, accuracy and compliance. Quality assurance may target a specific school and/or job function for effectiveness

• Provide feedback to leaders and colleagues via written observation form and verbal coaching (feedback can vary depending on with the needs of institution and function)

• Report and track observation trends, service quality, accuracy, and process or training opportunities in assigned systems

• Perform  QA observation and feedback for functional teams and individual colleagues through the monthly operations workflow which is subject ot adjustments in support of client needs.

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

• Demonstrate expertise in the area(s) of assigned QA and remain up to date on all institution and functional processes, rating criteria and knowledge
• Partner with client leadership and audit to ensure SQE activities support evolving needs with focus on colleague development / process improvements which result in quality service, accuracy and compliance.
• Completes other duties as assigned.

• Performs other duties as assigned

• Complies with all policies and standards

• Bachelor's Degree Required
• 1 of applicable experience within Adtalem Required or
• equivalent functional experience from another higher educational institution Required and
• Prior experience coaching colleagues and/or conducting observation feedback Preferred
• Proven ability to meet/exceed expectations on most recent performance evaluation
• Strong knowledge in the area designated for QA (i.e. Student Finance, Academics, Admissions, Registrar Services – Processing and/or Advising) preferred
• Demonstrated commitment to service quality and high productivity in current/prior roles as well as consistently meeting/exceeding individual QA results
• 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
• Comfortable using 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 $18.15 and $32.86. 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.