Student Experience Quality Assurance Analyst Job at Southern New Hampshire University
We are one growing team with one powerful goal — and as a global leader in education, we strive for a workforce that reflects the individual differences of our learning community. We believe that our employees can be their best selves when they can be their true selves. That is why we’re committed to cultivating and preserving a culture of inclusion in which all our employees feel welcomed, valued and empowered. Together, we will shape the future of education by transforming lives beginning with yours.
Our Workforce Is Expanding Beyond New Hampshire!
We have remote work opportunities available in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia and Wyoming.
The Opportunity
The Student Experience Quality Assurance Analyst monitors and documents quality to support the departmental quality goals and plans. The Student Experience Quality Assurance Analyst reviews the calls, chat records, emails and documents of the student facing roles for accuracy and demonstration of expectations, and documents the results and provides feedback and trend data to the individual contributor and leadership team. Also, you will identify gaps, trends and analyze results to make sound recommendations for improvement. The Student Experience Quality Assurance Analyst understands compliance regulations and follows university policies and protocols.
You will:
- Monitor calls, chat records, emails, and documents for accuracy of information and against Student Experience and departmental expectations; and record evaluations using departmental expectations.
- Compile data and report out findings by individual contributor and team.
- Identify gaps, trends, and analyze results of data.
- Recommend training opportunities to leadership team.
- Participate in department feedback discussions and act as a trusted partner in the development of processes and protocols.
- Perform internal audits to ensure compliance.
- Provide leadership team with regular performance feedback on staff.
- Participate in the design of feedback systems and quality standards.
- Create rubric and quality assurance guidelines for respective departments.
- Build call library with appropriate calls that display desired behaviors.
- Facilitate training content.
- Commencement and commencement related activities may be required.
- Other responsibilities as assigned. Job responsibilities can change at any time, with or without notice.
Minimum Qualifications:
- 6+ months of customer service experience
- Experience achieving and maintaining departmental quality standards
- Academic Degree(s) and/ areas of study: Bachelor's degree
- Equivalent of experience in lieu of degree acceptable: Yes No
Thinking about the job, but not sure you should apply? We still want to hear from you.
We recognize that not everyone enters the world of work with the same advantage, opportunity, and privilege. This is why your skills and experiences are important to us. Take the leap and apply, you just might be the person we are looking for!
Are Benefits Important to You?
We offer exceptional benefits, many available starting on the first day of employment:
Anthem BlueCross affordable, low-deductible Medical insurance available on day one
Low to no-cost Dental, Vision and Life Insurance options
5 weeks of Paid Time Off that starts accruing on day one & Paid Holidays
A Retirement Plan with a 9% Employer Funded annual contribution
Tuition Benefits with family offerings
Who Are We?
SNHU employees are a team in every sense. Separately, we understand that each individual brings unique experiences, perspectives and ideas to create a vibrant work environment. Together we share common values of honesty, acceptance and accountability working as a unified force toward a common goal: to transform the lives of learners. By joining our team, you join us in our vision. Together, we’ll shape the future of education by transforming lives—beginning with yours.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
Remote work disclaimer
Please note that this is a remote eligible position. At SNHU, we ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace at a fixed location within the United States (in one of the approved states as reflected above) that is free of distractions and dependencies.
Please note that a background check is required for employment.
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