Job Summary

The Online Enrollment Services Quality Assurance (QA) Specialist (level I) is responsible for listening to and monitoring associate calls for compliance and conformity with Ancora process. As it relates to the financial services function, he/she ensures customer interactions comply with internal quality standards and overall consistency in the delivery of “best-in-class” customer service. The Online Services Quality Assurance QA Specialist supports the overall quality assurance work flow by conducting customer call evaluations and providing feedback to the direct supervisor. The Online Services Quality Assurance (QA) Specialist collects, coordinates, evaluates, and provides call data for coaching, feedback, and reporting.

Experience Required:

Minimum:

• High School Diploma or GED
• 2 years of Customer Care experience in a Call Center
• 2 years in proprietary education with experience in targeted subject matter being hired for such as Financial Aid, Student Services, and/or Admissions.

Preferred:

• Associate’s Degree or equivalent work experience
• 2 or more years of experience in Call Center Quality Assurance

Knowledge, Skills, and Abilities:
-Superior knowledge/experience with the Online programs and administration
-Ability to work on multiple projects simultaneously in a self-managed environment
-Knowledge of Google Docs and Internal systems
-Ability to prioritize and quickly resolve issues.
-Ability to process multiple types of information, perform multiple tasks simultaneously, and/or make judgments about moving from one task to another based on their importance.
-Superior verbal and written communication skills

Key Responsibilities

I. Sets Call Quality Standards
-Participates in the development and improvement of call monitoring formats and quality standards.
-Performs live and recorded call monitoring and provides performance data to management teams.

II. Monitors Calls and Provides Feedback to Direct Supervisors
-Monitors phone calls to ensure agents/advisors are in compliance with Ancora Education’s policies and expectations
-Provides feedback to direct supervisors.
-Participates in call calibration sessions.

III. Collects, Maintains and Reports on Relevant Data
-Uses quality monitoring data management system to compile and track performance at individual level.

-Maintains database and spreadsheets to measure and track departmental metrics

IV. Follows Compliance Policy and Procedure
-Complies with all State, Department of Education and accreditation regulations
-Adheres to all company policies and procedures

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