Job Description 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. This is a temporary role. Compensation is up to $18/r 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 relevant work experience, OR * Minimum of 2 years' experience in a similar call center role Certificates and Licenses: None required. 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. * Ethernet connection is preferred. OTHER REQUIRED QUALIFICATIONS: * Physical requirements:sedentarywork, fluent typing, listening, speaking, extensive reading, repetitivemotions, and extended computer usage. * 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 position is virtual and open to residents of the 50 states, D.C. 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. If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you can request the appropriate accommodation by contacting [email protected]. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities Stride, Inc. is an equal opportunity employer. Applicants receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or any other basis prohibited by federal, state, or local law. Stride, Inc. complies with all legally required affirmative action obligations. Applicants will not be discriminated against because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
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