Admissions Quality & Performance Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Create and sustain QA scorecards for calls, emails, and texts by utilizing AI-assisted reviews alongside focused human evaluations.

• Evaluate accuracy, responsiveness, empathy, follow-up, and the overall experience of candidates.

• Collaborate with admissions leadership to align expectations and pinpoint high-performing interaction patterns.

• Offer actionable feedback to enhance scripts, outreach practices, and individual coaching efforts.

• Examine inquiry-to-enrollment performance across B2C, B2B2C, and B2B pathways.

• Identify points of candidate disengagement, reasons for closed-lost applications, and avenues to boost enrollment conversion rates.

• Utilize HubSpot, Excel, and reporting dashboards to monitor lead response times, stage progressions, enrollment yields, time to enrollment, enrollment melt, and quality trends.

• Outline candidate touchpoints, handoffs, follow-up expectations, and service-level targets.

• Collaborate with Admissions, Marketing, Revenue Operations, Account Management, and Program Advisors to tackle delays, repeated contacts, and inconsistencies in information.

• Analyze surveys, conversations with lost candidates, support trends, and interaction reviews to gauge satisfaction levels.

• Enhance the candidate experience through effective onboarding and early program participation.

• Identify and report inaccurate or incomplete program, cost, certification, and eligibility information.

• Escalate issues related to contact consent and other compliance matters while measuring the effectiveness of corrective actions.

⛳️ Requirements

• Proven experience in admissions quality, contact-center QA, customer experience, sales quality, or a closely related service-oriented field.

• Practical experience in enhancing real customer or candidate interactions.

• Familiarity with reviewing calls or written communications while consistently applying quality standards.

• Ability to translate observations into constructive and specific coaching advice.

• Demonstrated success in improving conversion rates, response times, quality, follow-up effectiveness, or other significant service or sales outcomes.

• Proficient in HubSpot or similar CRM systems.

• Competent in using Excel effectively.

• Experience with dashboard and reporting tools such as Power BI or Tableau.

• Capability to identify trends and articulate the insights derived from the data.

• Ability to balance speed, enrollment outcomes, empathy, accuracy, and compliance.

• Confidence in collaborating with teams across admissions, marketing, account management, and operations.

• Bachelor’s degree in business, analytics, education, or a related discipline.

• Experience in higher education admissions is highly desirable.

• Practical experience in evaluating customer or candidate interactions, leveraging performance data to recommend enhancements, and working with a CRM.

• SQL and Python skills are not mandatory.

• Experience with every tool or platform listed is not required.

🏝️ Benefits

• Opportunity to influence a developing quality function.

• Chance to propose improvements, test new ideas, and integrate insights into daily team practices.

• Collaboration with leaders and partners across Admissions, Sales, Marketing, Revenue Operations, and student-facing teams.

• Work within a mission-driven organization that has a tangible impact.

• Human-reviewed application process.

• Inclusive work environment.

• Equal Opportunity Employer.