• Service Quality Evaluator

    Location US-IL-Downers Grove
    Job ID
    2019-109351
    Institution
    Adtalem Shared Operations
    Department
    Operations
    Employment Type
    Regular Full-Time
    FLSA Status
    U.S. - Non-Exempt
  • Opportunity at a Glance

    The primary purpose of this role is to assess the effectiveness, customer service, accuracy, and compliance of covered and uncovered colleagues’ student interactions and/or processing of students’ accounts. Evaluations will be based on communication with students through formal observations; call review and/or account audit as well as file and written reviews. The SQEs will prepare documentation related to the observation and provide recommendations for quality and process improvements for their assigned institution and specific function.

    Responsibilities

    • Conduct thorough observation of assigned colleagues/accounts and file reviews, projects, monitored phone calls, and written communications for a specific school and/or job function for effectiveness, customer service, accuracy and compliance
    • Provide feedback to leaders and colleagues via written observation form and verbal coaching (feedback can vary depending on the needs of institution and function)
    • Report and track observation trends, training opportunities and compliance concerns in assigned systems
    • May perform audit on select functional and/or institutional leaders on observations, delivery and quality
    • Perform file audits for functional teams and individual colleagues through the monthly operations workflow
    • Recommend and maintain call library for training purposes, as needed
    • Demonstrate expertise and remain up to date on all institution and functional processes, rating criteria and knowledge

    Qualifications

    Critical features of this job are described under Essential Duties and Responsibilities. They may be, however, subject to change at any time due to reasonable accommodation or other reasons.

    • Bachelor’s degree required
    • At least two years of applicable experience within the organization or equivalent functional experience from another higher educational institution
    • Proven ability to meet/exceed expectations on most recent performance evaluation
    • Must have knowledge of federal and state financial aid rules and regulations
    • Prior experience coaching colleagues and/or conducting observation feedback required
    • Ability to exercise active listening and sound judgement
    • Strong verbal and written communication skills
    • Strong persistence, ability to perform repetitive tasks
    • Ability to multitask and juggle several projects at once
    • PC skills in Microsoft office, database and internet applications required
    • High level of interpersonal and communication skills, ability to work independently as well as function as part of a team



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    We are proud to be an EEO employer M/F/D/V. At Adtalem, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.

    Who We Are

    The purpose of Adtalem Global Education is to empower students to achieve their goals, find success, and make inspiring contributions to our global community. Adtalem Global Education Inc. (NYSE: ATGE; member S&P MidCap 400 Index) is a leading global education provider and the parent organization of Adtalem Educacional do Brasil, American University of the Caribbean School of Medicine, Becker Professional Education, Chamberlain University, EduPristine, Ross University School of Medicine and Ross University School of Veterinary Medicine. For more information, please visit adtalem.com.

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