The Enrollment and Service & Support Quality Assurance Specialist is responsible for monitoring and evaluating Enrollment and Service & Support employees calls and interactions to ensure that all teams within the department are providing families with exceptional customer service as well as consistent and accurate information.
Certificates and Licenses: None required.
Residency Requirements: Remote Worker, U.S. residents of the 50 states, and D.C.
NOTE:This is a temporary/contractor role and you will be an employee of Randstad. The assignment is expected to end September 30, 2024.
SUMMARY: The Enrollment and Service & Support Quality Assurance Specialist is responsible for monitoring and evaluating Enrollment and Service & Support employees calls and interactions to ensure that all teams within the department are providing families with exceptional customer service as well as consistent and accurate information.
ESSENTIAL FUNCTIONS : The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
Performs employee monitoring and provides data to the Manager of Training and Quality Assurance;
Utilizes the quality monitoring system to track performance at both a team and individual level;
Participates in the design of call monitoring evaluation rubrics and quality standards;
Assists with the coordination of team leadership calibration sessions;
Reports feedback to Enrollment and Service and Support team leaders and managers;
Provides actionable metrics to various internal support groups as needed;
Prepares and analyzes internal and external quality reports for management staff review;
Analyzes and reports on trends identified through AQM analytics software;
Supervisory Responsibilities:
This position has no formal supervisory responsibilities.
MINIMUM REQUIRED QUALIFICATIONS :
Bachelor's Degree AND
Two (2) years of call center, quality assurance and/or sales experience OR
Equivalent combination of education and experience
System Requirements:
Our work from home membersarerequired to have andmaintain High-speed internet connection. At the minimum 50Mbps download speed and 10Mbps upload speed, if not competing with other household users. For the sake of call quality, satellite, DSL, data plans, wireless or dial-up services are not compatible.
Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway). This interferes with our systems and must be disabled by the provider.
Ability to maintain a professional home office without distraction during our hours of operation
Attend virtual training via web cam
Own or have daily access to a smart device where Apps can be downloaded/accessed (i.e., phone, tablet)
Excellent oral, written and interpersonal communication skills
Exceptional listening and analytical skills
Ability to remain unbiased and deliver performance metrics and feedback with tact and professionalism
Intermediate level of knowledge and expertise with Microsoft Office suite
Strong knowledge of customer service techniques and selling skills
Demonstrated ability to work well in a team environment
Dedication to providing exceptional, consistent customer service
Ability to multi-task in a fast-paced, results-driven environment
Ability to clear required background check
DESIRED QUALIFICATIONS :
Understanding of the education industry
Previous experience working from home
WORK ENVIRONMENT : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This is a remote, work-from-home (WFH), position and open to residents of the U.S. 50 states and D.C.
Compensation & Benefits: Stride, Inc. considers a person's education, experience, and qualifications, as well as the position's work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee's salary level. Salaries will differ based on these factors, the position's level and expected contribution, and the employee's benefits elections. Offers will typically be in the bottom half of the range.
We anticipate this position will pay $19.00 per hour. This is a temporary/contractor role and you will be an employee of Randstad. This salary is not guaranteed, as an individual's compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Randstad offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.
The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is "at-will" as governed by the law of the state where the employee works. It is further understood that the "at-will" nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.
Job Type
Contractor
The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is "at-will" as governed by the law of the state where the employee works. It is further understood that the "at-will" nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.
Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
