Admissions Quality & Performance Manager

🕒 il y a 10 jours

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

👔 Manager

👻 Score fantôme 11%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Colibri Group

Site WebLinkedInTous les Emplois

1001 - 5000 employés

🏥 Santé

💼 Conseil

🍽️ Alimentation et boissons

Healthcare • Consulting • Food & Beverage

Colibri Group est un leader dans le domaine de l'éducation professionnelle, dédié à aider les individus à progresser et à s'adapter dans leur carrière. L'entreprise propose des expériences d'apprentissage de premier ordre, adaptées à diverses professions, notamment l'immobilier, la santé, les services financiers, l'enseignement, l'évaluation et la comptabilité. Colibri Group s'enorgueillit d'une approche holistique de l'apprentissage professionnel, offrant des programmes éducatifs engageants, des opportunités de mentorat et des ressources qui s'alignent avec les intérêts et les objectifs de ses étudiants. À travers ses programmes, Colibri Group permet à des millions de professionnels d'atteindre leurs objectifs de carrière et de prospérer dans divers secteurs.

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

🎯 Exigences

• 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

🏖️ Avantages

• 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