Quality Assurance and Training Coach

The Quality Assurance and Training Coach is the primary source of call quality information for the division. This individual is responsible for leading call scoring and coaching initiatives and providing data and training insight to the divisional leadership team and is responsible for developing customized coaching plans for each Graduate Admissions Counselor in collaboration with the Associate Vice President for Adult and Graduate Enrollment and the area Director if applicable.

These plans should focus on developing Admissions Counselors based on their growth areas. The incumbent will also be responsible for the training and onboarding of new employees as well as ongoing training and development for Admissions Counselors and Academic Success Coaches.

Call Scoring and Coaching

• Monitor Adult and Graduate Admissions Counselor calls and collaborate with Associate Vice President for Adult and Graduate Enrollment to ensure that each Admissions Counselor receives the requisite number of scored calls each month
• Develop and execute a system for evaluating the quality and consistency of Academic Success Coach student interactions
• Conduct regular (weekly or bi-weekly depending on counselor level, tenure, and performance) call coaching trainings with each Adult and Graduate Admissions Counselor.
• Facilitate group coaching sessions as needed for the Adult and Graduate Admissions Counselors

Training and Staff Development

• Develop comprehensive training program for Admissions Counselors and Academic Success Coaches that streamlines new hire onboarding in these roles and provides a consistent path for ongoing employee development through the employee’s first 12 months
• Create and maintain a training library that provides additional training on specific key topics that Admissions Counselors and Academic Success Coaches can access on demand
• Provide regular feedback to supervisor and Marketing department on the quality level of student interactions.
• Provide information and collaborate with upGrad and Edgewood University’s other strategic partners for supported programs.

Collaboration With Other Departments and Other Duties As Assigned

• Strong consultative sales approach knowledge required
• Minimum 1 year of experience working as an Admissions Counselor or sales rep utilizing consultative sales, or in a role that develops, implements, and applies curriculum related to a consultative selling approach in a training or educational setting required
• Prior higher education experience preferred

Required Knowledge and

Skills:

• Exceptional communication and presentation skills with an ability to work both independently and collaboratively with others
• Ability to organize and prioritize multiple projects and meet deadlines that change rapidly
• Ability to effectively lead staff
• Ability to work with diverse populations
• Proficiency in Microsoft Office programs including Word, Excel, Access, and PowerPoint.
• Must be willing to learn Slate and other internal data management tools.

Edgewood University, a Catholic college sponsored by the Dominican Sisters of Sinsinawa, is an Equal Opportunity Employer, committed to academic excellence through diversity in its faculty, staff, and students. Candidates must demonstrate multicultural competence – the awareness, knowledge, and skills needed to work with others who are culturally different from self in meaningful, relevant, and productive ways. Applicants from traditionally underrepresented populations including women and racial and ethnic minorities are especially encouraged to apply.

The selected candidate must actively support the mission of the College by working with faculty, staff and students to share in our core values – truth, compassion, justice, partnership, and community.

Send one PDF document which includes cover letter, resume, and references with a subject line that includes the position code QATC
:

Edgewood University
Human Resources –
QATC
1000 Edgewood College Drive
Madison, WI 53711
E-mail:human resources
Equal Opportunity Employer