Quality Assurance Coordinator

As a Quality Assurance Coordinator, you’ll take a lead role in ensuring the Enrollment Team delivers high-quality, compassionate, and effective interactions with prospective families. This team serves as the first point of contact for individuals considering ACCEL schools, and your work will ensure their experience meets our highest standards from the very beginning.

You’ll go beyond auditing calls—you’ll design a new QA rubric and process, bring analytical rigor to surfacing trends, proactively recommend improvements to training and workflows, and collaborate cross-functionally with Enrollment Leadership, School Operations and Analytics teams to drive strategic quality initiatives. You’ll serve as a quality expert and trusted partner.

This role reports into the Enrollment Director.

WHAT YOU’VE DONE

In Your First 3 Months, You Will:

• Deeply understand our systems, Enrollment workflows, parent/student journey.
• Fully own the review and scoring of Enrollment Team interactions which include phone, text, email and chat.
• Identify quality trends and provide insight-driven recommendations.
• Identify the right processes and opportunities for improving feedback from QA processes to redesign training

On an Ongoing Basis, You Will:

• Be viewed as a strategic thought partner by Enrollment leaders, influencing how we train, coach, and measure the effectiveness of our team.
• Drive redesign and improvements in our training, QA processes, frameworks, and tools.
• Contribute to a culture of excellence, empathy, and continuous improvement across the organization.

WHAT LEADS TO SUCCESS

• Act with our families and schools in mind. You understand the importance of an excellent experience for our enrolling families as well as understand the importance of our school’s guidelines.
• Move with purpose. You’re biased to action. You know how to identify and prioritize your initiative’s needs and do what it takes to ensure that urgent and important needs are acted on immediately. You’re always solving problems and going the extra mile for others.
• Seek diverse perspectives. You are humble and proactively seek feedback from others. You’re always looking to learn and grow.
• Operational orientation. Creating and improving processes is second nature for you. You build repeatable, reliable, and efficient processes and are able to train others accordingly.
• Analytically strong. You’re comfortable with data, can spot trends and outliers, and use insights to drive decisions and improvements.
• Expertise. You’ve worked in service and/or educational oriented roles and have familiarity with quality auditing, coaching, and feedback.
• Experienced. You’ve spent 3–5+ years in quality assurance, coaching, training, or a related operational role, ideally in an education, enrollment, or contact center environment. You have experience developing QA tools and coaching others to success.
• Effective listener and communicator. You are persuasive and articulate, but you always start by listening. You build rapport, trust, and great working relationships with colleagues.
• Comfort with ambiguity. You have a proven track record of success within scaling businesses, fast-paced environments, and/or startups. You understand that rapid changes to the business, strategy, organization, and priorities are par for the course.
• A desire to learn how to use new technologies. We are an education company focused on interacting with families in ways that work for them. You have experience with various technologies, or you are comfortable with learning new software applications.

EQUAL EMPLOYMENT OPPORTUNITY  

It is our policy to abide by all federal, state and local laws prohibiting employment discrimination based solely on a person’s race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental and/or intellectual disability, age, military status, veteran status (including protected veterans), marital status, registered domestic partner or civil union status, familial status, gender (including sex stereotyping and gender identity or expression), medical condition, genetic information, sexual orientation, or any other protected status except where a reasonable, bonafide occupational qualification exists.  

#LI-KM2

#INDCORP