Service Quality Evaluator I

, NJ
Aug 01, 2017
Faculty Jobs
Institution Type
Four-Year Institution
The primary purpose of this role is to assess the effectiveness, customer service, accuracy, and compliance of covered and uncovered colleagues' student interactions and/or processing of students' accounts. Evaluations will be based on communication with students through formal observations; call review and/or account audit as well as file and written reviews. The SQEs will prepare documentation related to the observation and provide recommendations for quality and process improvements for their assigned institution and specific function.

    Conduct thorough observation of assigned colleagues/accounts and file reviews, projects, monitored phone calls, and written communications for a specific school and/or job function for effectiveness, customer service, accuracy and compliance Provide feedback to leaders and colleagues via written observation form and verbal coaching (feedback can vary depending on with the needs of institution and function) Report, track and communicate observation trends, training opportunities and compliance concerns in assigned systems May perform audit on select functional and/or institutional leaders on observations, delivery and quality. Work closely with internal and external audit teamson Audit process, outcomes and successful implementation of corrective action plans. Perform file audits specifically for federal and institutional Title IV and Registrar functional teams and individual colleagues through the monthly operations workflow Recommend and maintain call library for training purposes, as needed Demonstrate expertise and remain up to date on all institution and functional processes, rating criteria and knowledge Complete other duties as assigned

Critical features of this job are described under Essential Duties and Responsibilities. They may be, however, subject to change at any time due to reasonable accommodation or other reasons.

    Bachelor's degree required At least two years of applicable experience within the organization or equivalent functional experience from another higher educational institution Proven ability to meet/exceed expectations on most recent performance evaluation Must have knowledge of federal and state financial aid rules and regulations Prior experience coaching colleagues and/or conducting observation feedback required Ability to exercise active listening and sound judgement Strong verbal and written communication skills Strong persistence, ability to perform repetitive tasks Ability to multitask and juggle several projects at once PC skills in Microsoft office, database and internet applications required High level of interpersonal and communication skills, ability to work independently as well as function as part of a team

We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Thank you for applying for this outstanding opportunity today.