Quality Assurance Officer (hybrid work) Online

NATIONAL COLLEGE OF BUSINESS & TECHNOLOGY • San Juan, PR

9d • Hybrid

About The Position

The Quality Assurance Officer at NUC University plays a pivotal role in upholding the institution's commitment to excellence in customer service. The main function of the Quality Assurance Officer is to implement and ensure compliance with our institution's policies in our officers' interactions with students or prospects. Monitor and evaluate those interactions based on key performance indicators to ensure compliant and high-quality service.

Requirements

• Bachelor’s degree in Business Administration or related fields.
• Work experience in administration or customer service related industry
• Effectively work with multiple databases and student platforms.
• Proficiency in Microsoft Excel, Power Point, Word, Outlook.
• Ability to organize and handle multiple projects simultaneously.
• Work schedule: Monday to Friday 9am-6pm/12pm-9pm with alternating Saturdays.
• Hybrid work model.

Responsibilities

• Execute quality evaluation process to assess the performance of Admissions representatives.
• Conduct regular audits of calls to ensure adherence to set protocols and quality benchmarks.
• Analyze observations from quality evaluations to identify trends, areas of improvement, and training needs.
• Assists and collaborate with the Admission Leadership to address performance gaps.
• Develop and deliver training programs focused on improving customer service skills, communication techniques, and product knowledge.
• Provide feedback of agents based on evaluation outcomes to enhance their performance.
• Develops, produces and distributes standard reports of quality results.

What This Job Offers

• Job Type: Full-time
• Number of Employees: 11-50 employees