UMA is a nonprofit healthcare educational institution with a national presence. Headquartered in Tampa, Florida and founded in 1994, UMA offers content-rich, interactive online programs as well as hands-on training at our Clearwater, Florida campus.
Quality Assurance Coordinator
The Quality Assurance Coordinator role is responsible for ensuring the effectiveness and quality of Career Services interactions with students, graduates, and employer partners across all channels of communication.
The Quality Assurance Coordinator works closely with team leaders, operational support, and other quality assurance resources to monitor calls, texts, and emails, research activities in the Customer Relationship Management (“CRM”) and gather results that point to training opportunities or other areas where performance metrics can be improved through coaching. This role will also serve as a key support for management staff in coaching and developing their teams.
Benefits:
- Anticipated starting rate of $22.00/hr; pay rate negotiable based on experience and qualifications.
- Medical (including prescription), Dental, Vision (UMA subsidized)
- FSA/HSA (Depending on Medical Plan chosen)
- $50,000 Life Insurance (UMA paid)
- Additional Voluntary Life Insurance (Team Member paid)
- Employee Assistance Program – EAP (UMA paid)
- Long Term Disability (UMA paid)
- Short Term Disability (Team Member paid)
- Supplemental Insurance such as Critical Illness, Accident, and Hospital (Team Member Paid)
- Paid Time Off – 15 days accrued in year 1, 9 holidays, and 1 day of Volunteering Time Off
- 401k (eligible upon completion of 90 days of employment and must be at least 21 years of age)
- Pet Insurance
- Identity Theft Protection
Key Responsibilities:
Functional:
- Review graduate and employer facing conversations across all communication channels to evaluate team performance and track customer support quality.
- Assess support interactions based on internal standards and provide constructive feedback.
- Help advisors improve their performance with specific instructions and constant support.
- Analyze metrics and research root causes of team and individual performance.
- Assist leaders in identifying areas where support is needed and provide guidance on how quality assurance can improve team performance.
- Create strategies to improve Key Performance Indicators (“KPIs”) and enhance student, graduate, and employer satisfaction.
- Perform other duties as assigned.
Support Institutional Initiatives
- Keep current on institutional goals, objectives, and progress.
- Engage in institutional sponsored activities and initiatives as appropriate.
- Act in support of change initiatives that impact organization.
- Manages and assists in coordinating efforts between departments within UMA.
Compliance:
- Demonstrates knowledge of, and carefully follows all applicable federal and state compliance requirements and regulations including those prescribed by the Department of Education, accrediting agencies, CIE, and internal UMA policies and procedures.
- Effectively communicates compliance requirements to students and other staff as appropriate and quickly escalates any compliance concerns to the Compliance department.
Work Experience, Skills & Abilities:
Minimum Requirements:
- High school diploma or GED.
- One-year of experience performing quality assurance functions, preferably in a call center environment that is primarily outbound.
- High degree of personal integrity.
- Inquisitive approach to problems and solutions oriented.
- One-year of experience coaching customer service or sales agents to improved job performance.
- Ability to interpret and manipulate basic data to help identify problems and areas of opportunity.
- Able to efficiently utilize and engage company resources for information.
- Strong organizational and time management skills, including the ability to handle multiple tasks, to prioritize, and to work independently.
- Strong critical thinking skills.
- Able to professionally communicate fluently in verbal and written English.
- Able to consistently meet role expectations on a weekly/monthly basis.
- Able to work in a coordinated effort with the Career Services department and others throughout UMAE.
- Proficient in MS Office (Word, Excel, PowerPoint) and other business tools such as Microsoft Teams.
- Able to support a diverse and inclusive work environment.
Preferred Requirements:
- Experience working within a CRM is highly desired.
- Higher education degree or coursework.
- Experience in postsecondary, education, accreditation, and/or regulatory processes.
Working Environment:
- Office setting – home office or UMAE office.
- Up to 5% of travel to or from UMAE facilities and/or functions may be needed; valid Driver’s License required.
- Flexibility to work evenings and weekends as needed.
Physical Demands:
- Requires long periods of sitting at a desk working on a computer.
- Minimal travel may be necessary.
- Requires occasional bending, stooping and squatting.
- Requires occasional lifting of up to 10 lbs.