Admissions Quality & Performance Manager
The Admissions Quality & Performance Manager at Colibri Group plays a pivotal role in enhancing the admissions experience for prospective educators. This position is integral to Moreland University's mission, which focuses on assisting educators worldwide in pursuing teacher certification and advanced degrees through collaborative, technology-enabled learning. The role involves working closely with admissions teams to ensure consistent, effective, and empathetic communication with candidates from initial inquiry through enrollment and program commencement.
Key responsibilities include developing and maintaining quality assurance scorecards for various communication channels—calls, emails, and texts—utilizing AI-assisted reviews and targeted human evaluations to assess accuracy, responsiveness, empathy, follow-up, and overall candidate experience. The manager will collaborate with admissions leadership to calibrate expectations, identify effective interaction patterns, provide actionable feedback, and refine scripts and outreach practices. Additionally, the role involves analyzing performance metrics across different enrollment journeys to identify areas for improvement, tracking key measures using tools like HubSpot and Excel, and collaborating with cross-functional teams to address process inefficiencies.
Candidates should possess relevant experience in admissions quality, contact-center quality assurance, customer experience, or sales quality within a service-oriented environment. A proven track record in reviewing calls or written communications, applying quality standards consistently, and translating observations into constructive guidance is essential. Operational improvement achievements, such as enhancing conversion rates, response times, or follow-up effectiveness, are highly valued. Proficiency with CRM systems like HubSpot, Excel, and reporting tools such as Power BI or Tableau is required, along with the ability to analyze data trends and communicate insights effectively.
While specific compensation details are not provided, Colibri Group offers a comprehensive benefits package that includes health insurance, retirement plans, and professional development opportunities. The company fosters a culture centered around its core values of Love, Joy, Boldness, Teamwork, and Curiosity, guiding interactions with colleagues, customers, and the communities they serve. Colibri Group is a leader in online professional education, serving over one million learners annually across a family of trusted education brands. The organization is committed to empowering professionals to achieve more, adapt, and thrive in their careers, particularly in the education sector.
Colibri Group is headquartered in St. Louis, Missouri, and operates with a team of over 1,000 employees. The company has a strong presence in the professional education sector, offering a wide range of learning solutions for licensed professionals across various fields, including healthcare, accounting, financial services, real estate, construction, and teacher education. The Admissions Quality & Performance Manager role presents an opportunity to contribute to the company's mission of leading people to achieve more, adapt, and thrive in their careers.