Evaluator l- Service Quality

Opportunity at a Glance

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 review 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. The SQEs will also partner with client leadership as well as SOCOE training to support colleague development and process improvement leading to increased quality service, accuracy and compliance.

ResponsibilitiesConduct thorough observation of assigned colleagues/accounts and file reviews, projects, monitored phone calls, and written communications in support of effective customer service, accuracy and compliance. Quality assurance may target a specific school and/or job function for effectivenessProvide 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 and track observation trends, service quality, accuracy, and process or training opportunities in assigned systemsPerform  QA observation and feedback for functional teams and individual colleagues through the monthly operations workflow which is subject ot adjustments in support of client needs.Recommend and maintain call/example library for training purposes, as neededDemonstrate expertise in the area(s) of assigned QA and remain up to date on all institution and functional processes, rating criteria and knowledgeSupport SOCOE and client leadership training initiatives as neededPartner with client leadership, SOCOE Training and Audit to ensure SQE activities support evolving needs with focus on colleague development / process improvements which result in quality service, accuracy and compliance.Completes other duties as assigned.Performs other duties as assignedComplies with all policies and standards