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Student Services

Student Experience Quality Assurance Analyst

  • Full time
  • Remote

Description

Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us — and helped us grow a team that now serves over 180,000 learners worldwide.

Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.

Make an impact — from near or far

At SNHU, you'll have the option to work remotely in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming.

We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions. Employees must reside in, and work from, one of the above approved states.

The opportunity

The Student Experience Quality Assurance Analyst monitors and documents quality to support the departmental quality goals. 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 of data and makes sound recommendations for improvement. The Student Experience Quality Assurance Analyst understands compliance regulations and follows university policies and protocols. You will report to the Director of Student Advisement Training and Development. This is a remote-friendly position.

#LI-Remote

What you'll do:

  • 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.

  • You will help us Compile data and report out findings by individual contributor and team.

  • You will help us identify gaps, trends, and analyze results of data. Recommend training opportunities to leadership team; make recommendations for performance improvements.

  • You will Participate in department feedback discussions and acts as a trusted partner in the development of processes and protocols to guide staff performance and the student experience.

  • You will help us perform internal audits in to ensure compliance.

  • Provide leadership team with regular performance feedback on staff and provide recommendations for improvement.

  • You will help us design feedback systems and quality standards.

  • You will help us create rubric and quality assurance guidelines for Academic Advising.

  • You will build call library with appropriate calls that display desired behaviors.

What we're looking for:

  • Three years of quality assurance and data analytics experience

  • Academic Degree(s) and/ areas of study: Bachelor’s degree

  • Experience achieving and maintaining departmental quality standards.

  • Professional and ability to maintain confidentiality.

  • Must exhibit excellent leadership, communication, and interpersonal skills.

We believe real innovation comes from inclusion - where different experiences, perspectives and talents are celebrated. So if you're wondering whether SNHU is right for you, take the leap and apply. You might be just the person we're looking for.

Compensation

The annual pay range for this position is $42,607.00 - $68,185.00. Actual offer will be based on skills, qualifications, experience and internal equity, in addition to relevant business considerations. We expect this position to be hired in the following target hiring range $47,081.00 - $63,698.00.

Exceptional benefits (because you’re exceptional)

You’re the whole package. Your benefits should be, too. As a full-time employee at SNHU, you’ll get:

  • High-quality, low-deductible medical insurance

  • Low to no-cost dental and vision plans

  • 5 weeks of paid time off (plus almost a dozen paid holidays)

  • Employer-funded retirement

  • Free tuition program

  • Parental leave

  • Mental health and wellbeing resources

Expect the unexpected

As a university, it’s no surprise we employ many talented academics. What you may not know is that SNHU isn’t solely made up of folks with higher ed experience. Not even close.

Where will your talent take you?

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