Field & Enrollment Quality – Training & Support Specialist

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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American College of Education

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2005

📚 Education

🏥 Healthcare

Education • Healthcare

American College of Education is a primarily online, accredited higher-education institution focused on affordable, career-oriented programs for adult learners. ACE offers a wide range of programs across degree levels — bachelor’s, master’s, education specialist (Ed. S. ), doctoral (Ed. D. , DBA), certificates, and micro-credentials — with strong emphasis on education, nursing, healthcare, business, and leadership fields. The college provides licensure pathways, partner solutions for K–12 schools, higher education and healthcare organizations, and student support services designed for working professionals seeking flexible, competency-focused credentials.

📋 Description

• Design, coordinate, and facilitate structured onboarding programs for Field Representatives and Enrollment Counselors • Develop and maintain onboarding curriculum, learning pathways, competency checklists, assessments, and 30/60/90-day development plans • Monitor onboarding progress and partner with leaders to support transition from onboarding to ongoing performance • Evaluate onboarding effectiveness and recommend improvements to accelerate time-to-productivity • Design, develop, and deliver instructor-led, virtual, and self-paced training programs • Create and maintain training materials, job aids, quick-reference guides, process documentation, and learning resources • Deliver training on new programs, products, systems, technologies, policies, and operational processes • Identify knowledge and skill gaps and implement targeted learning solutions • Maintain a centralized repository of training resources, best practices, scripts, FAQs, and support materials • Conduct quality assurance reviews of student-facing calls, emails, notes, and other communications • Use established scorecards and evaluation standards to assess performance and identify trends • Provide individualized coaching and feedback based on quality assurance findings and operational metrics • Develop and facilitate refresher training, micro-learning opportunities, and remediation plans • Analyze quality and training data to recommend process, training, and performance improvements • Serve as the primary contact for Field and Enrollment training-related questions and support • Partner with operational leaders on new processes, systems, and organizational initiatives • Translate operational changes into practical learning content and user-friendly training materials • Support change management by reinforcing new processes, expectations, and best practices • Build relationships with leaders across Field, Enrollment, Operations, Marketing, Information Technology, and Human Resources • Collaborate with subject matter experts to keep training content current and aligned with policies and priorities • Provide updates and reporting on training participation, onboarding progress, quality trends, and improvement initiatives • Participate in cross-functional projects supporting organizational effectiveness, employee development, and student experience • Monitor training, coaching, and quality assurance best practices and recommend enhancements • Evaluate training effectiveness through feedback, performance metrics, and quality assurance outcomes • Recommend and implement process improvements increasing consistency, efficiency, quality, and employee readiness • Support a culture of continuous learning, accountability, and operational excellence

🎯 Requirements

• Bachelor's degree in Human Resources, Organizational Development, Business Administration, Education, Communications, Training & Development, or a related field; or an equivalent combination of education and relevant experience • Minimum of 3-5 years of experience in training, learning and development, onboarding, quality assurance, organizational development, sales enablement, or a related role • Direct experience in Field Recruitment, Field Sales, Enrollment Advising, Admissions, or a similar enrollment/sales-focused environment is required • Experience coaching, mentoring, or developing sales, enrollment, customer-facing, or field-based employees • Experience conducting quality assurance reviews, performance evaluations, call audits, or coaching programs • Experience developing training materials, job aids, process documentation, and performance support tools • Experience supporting organizational, process, system, or operational change initiatives • Professional certifications in training, learning and development, coaching, quality assurance, or organizational development are preferred • Experience with CRM systems, student information systems, contact center platforms, or enrollment technologies • Experience supporting quality assurance programs, scorecard development, and performance improvement initiatives • Previous experience in a training, enablement, coaching, team lead, or supervisory role • Knowledge of change management principles and employee adoption strategies • Passion for helping students achieve educational goals • Experience collaborating virtually and comfort working remotely • Strong attention to detail • Excellent communication, organization, and time management skills • Self-motivated, creative, and efficient in proposing solutions to complex, time-critical problems • Strong analytical and problem-solving skills • Ability to work independently with limited supervision and collaboratively with other departments • Ability to adapt, work under pressure, and meet tight deadlines • Commitment to the College's Impact mission • Minimum remote internet bandwidth of 50 Mbps download and 5 Mbps upload • Candidates must reside in the United States; candidates residing in Alaska, Washington D.C., Massachusetts, South Dakota, or Alabama cannot be considered

🏖️ Benefits

• Annual bonus eligibility for all full-time employees • Medical, dental, & vision Insurance • HSA and FSA options • Paid parental leave • Paid volunteer time • Tuition reimbursement & reduction programs • Generous PTO • 401k and employer match • Full-service wellness and EAP program • Employee recognition and awards programs • Employer paid life & AD&D insurance • Short-term disability • Employer paid long-term disability • Virtual-first organization and remote work • Inclusive work environment • Reliable internet service required for remote work, with employer not responsible for purchase, setup, installation, support, or maintenance