200+ applicants

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Company

Original Job Post

Ross University School of Medicine · 2 days ago

Analyst, QA & Insights

Miramar, FL

Full-time

Onsite

Mid Level

$60K/yr - $108K/yr

3+ years exp

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Higher Education

Comp. & Benefits

Insider Connection @Ross University School of Medicine

Discover valuable connections within the company who might provide insights and potential referrals, giving your job application an inside edge.

Responsibilities

Identify trends and patterns in student interactions and performance metrics.

Analyze conversions rates by buckets/functions for areas of opportunity.

Analyze missed opportunities and areas for prospect engagement improvement.

Contribute to data-driven calibrations and leadership meetings.

Write complex SQL queries to extract, clean, and transform student enrollment call data for further analysis.

Leverage data visualization tools (e.g., Power BI, Monday.com) to create compelling presentations for stakeholders, highlighting insights and recommendations.

Build and maintain word trees/word cloud of findings.

Conduct reviews across various interaction types (calls, interviews, presentations).

Compile and cleanse the data from prospect/student accounts (notes stages, statuses, decisions).

Review with compliance about industry standards, regulations, and internal policies.

Analyze secret shopper reports and track resolution plans.

Conduct thorough observation of assigned colleagues/accounts and file reviews, projects, monitored phone calls, and written communications for specific schools and/or job functions.

Evaluate effectiveness, customer service, accuracy, and compliance with industry standards, regulations, and internal policies.

Provide feedback to leaders and colleagues via written observation forms and verbal coaching (feedback can vary depending on agreement with institution and function).

Report and track observation trends for individual and team QA activities related to service quality, accuracy, and process or training opportunities in assigned systems.

Recommend colleague development coaching/training and process improvements based on QA and identified trends.

Utilize advanced Excel formulas to analyze call recordings, transcribe key elements, and categorize interactions based on specific criteria.

Design and build dashboards to visualize call center performance metrics, including agent call volume, conversion rates, and adherence scores.

Qualification

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Data AnalysisPythonSQLAdvanced MacrosQuality AssuranceCRM SoftwareSalesforceAutomated QA PlatformsTethrQualtricsInvocaObserve AIMicrosoft SuiteExcelOne NotePowerpointWordProblem-SolvingCommunicationData analyticsMarketingPsychologySocial scienceConversational intelligence software experienceApplicable experience within AdtalemEquivalent functional experience assigned QAUp-to-date on institutionFunctional processesRecommendations/enhancements on policies

Required

Bachelor's Degree or Higher - Required.

3+ years Data Analysis / Business Analyst. Required.

3+ years Python / SQL / Advanced Macros Experience, Required.

Quality Assurance - Experience with quality assurance principles and methodologies.

Data Analysis - Proficiency in data analysis tools and techniques.

Communication - Excellent written and verbal communication skills.

Systems - CRM software; preferably Salesforce

Systems - Automated QA platforms (i.e., Tethr, Qualtrics, Invoca, Observe AI)

Systems - Microsoft Suite (i.e., Excel, One Note, Powerpoint, Word)

Preferred

Business, Data Analytics, Marketing, Psychology, Social Science. Preferred.

2+ years Conversational Intelligence Software Experience, Preferred.

3+ years Quality Assurance. Preferred.

2+ year of applicable experience within Adtalem or equivalent functional experience from another educational institution. Preferred.

Additional Skills - Demonstrate expertise in the areas of assigned QA and remain up-to-date on all institution and functional processes, rating criteria, and knowledge.

Additional Skills - Provide recommendations/enhancements on current policies and procedures and participate in project planning and implementation of process improvement initiatives.

Additional Skills - Utilize natural language processing (NLP) techniques to analyze call transcripts and identify common student concerns, objections, and missed opportunities.

Additional Skills - Develop and maintain automated data pipelines for efficient data extraction and analysis.

Additional Skills - Build word trees and word clouds to visually represent the most frequent keywords and phrases used in student interactions.

Additional Skills - Using advanced Excel, SQL, and AI to analyze student calls, uncover hidden trends and issues, and translate those insights into actionable improvements for the enrollment process

Additional Skills - Attention to detail and strong organizational skills.

Additional Skills - Ability to work independently and as part of a team.

Additional Skills - Critical thinking abilities and strategic implementation

Additional Skills - The desire to learn/grow

Familiarity with the education sector and student recruitment is a plus.

Performs other duties as assigned

Complies with all policies and standards