Admissions Quality & Performance Manager

🕒 October 14

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Colibri Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

💼 Consulting

🍽️ Food & Beverage

Healthcare • Consulting • Food & Beverage

Colibri Group is a leader in the field of professional education, dedicated to helping individuals advance and adapt in their careers. The company provides first-class learning experiences tailored to various professions, including real estate, healthcare, financial services, teaching, valuation, and accounting. Colibri Group prides itself on a holistic approach to professional learning, offering engaging educational programs, mentorship opportunities, and resources that align with the interests and goals of its students. Through its programs, Colibri Group empowers millions of professionals to achieve their career objectives and thrive in various industries.

📋 Description

• Develop and maintain QA scorecards for calls, emails, and texts using AI-assisted review and targeted human evaluation • Assess accuracy, responsiveness, empathy, follow-up, and overall candidate experience • Partner with admissions leadership to calibrate expectations and identify high-performing interaction patterns • Provide actionable feedback and improve scripts, outreach practices, and individual coaching • Analyze inquiry-to-enrollment performance across B2C, B2B2C, and B2B journeys • Identify candidate disengagement points, closed-lost application reasons, and opportunities to improve enrollment conversion • Use HubSpot, Excel, and reporting dashboards to track lead response time, stage progression, enrollment yield, time to enrollment, enrollment melt, and quality trends • Map candidate touchpoints, handoffs, follow-up expectations, and service-level targets • Partner with Admissions, Marketing, Revenue Operations, Account Management, and Program Advisors to address delays, repeat contacts, and inconsistent information • Analyze surveys, lost-candidate conversations, support trends, and interaction reviews to understand satisfaction • Improve the candidate experience through onboarding and early program participation • Flag inaccurate or incomplete program, cost, certification, and eligibility information • Escalate contact-consent and other compliance concerns and measure corrective changes

🎯 Requirements

• Track record in admissions quality, contact-center QA, customer experience, sales quality, or a closely related service-oriented environment • Hands-on experience improving real customer or candidate interactions • Experience reviewing calls or written communications and applying quality standards consistently • Experience translating observations into constructive, specific coaching guidance • Examples of improving conversion, response time, quality, follow-up effectiveness, or another meaningful service or sales outcome • Practical proficiency with HubSpot or a comparable CRM • Practical proficiency with Excel • Experience with dashboard/reporting tools such as Power BI or Tableau • Ability to find trends and explain what the data means • Ability to balance speed, enrollment outcomes, empathy, accuracy, and compliance • Confidence collaborating across admissions, marketing, account management, and operations • Bachelor’s degree in business, analytics, education, or a related field • Experience in higher education admissions is strongly preferred • Hands-on experience evaluating customer or candidate interactions, using performance information to recommend improvements, and working with a CRM • SQL and Python are not required • Experience with every listed tool or platform is not required

🏖️ Benefits

• Opportunity to shape a growing quality function • Opportunity to recommend improvements, test ideas, and turn insights into everyday team practices • Collaboration with leaders and partners across Admissions, Sales, Marketing, Revenue Operations, and student-facing teams • Mission-driven organization with visible impact • Human-reviewed application process • Inclusive work environment • Equal Opportunity Employer