Overview:

The Quality Assurance (QA) Manager will lead the development and implementation of a sustainable, scalable quality assurance process for the Enrollment Services department.

This process will establish consistent standards for prospective-student interactions and align enrollment practices with organizational expectations, partner agreements, program requirements, and applicable laws and regulations. The QA Manager will translate findings into measurable improvements across the student recruitment and enrollment lifecycle. In close partnership with Enrollment Leadership, Training and Development, and Enrollment Operations, the manager will identify skill and process gaps, strengthen coaching effectiveness, and promote an ethical, accessible, student-centered culture of continuous improvement.

Responsibilities:

Quality Program Leadership

• Lead the design, implementation, and maintenance of a scalable educational quality assurance framework aligned with organizational standards, university-partner requirements, program-specific expectations, and enrollment communication channels.
• Establish, maintain, and continuously improve evaluation standards, sampling methodologies, and QA documentation, including scorecards.
• Review enrollment interactions and records for quality, accuracy, student experience, policy adherence, and regulatory compliance.
• Lead department-wide calibration and alignment efforts to ensure consistent scoring standards and uniform application of evaluation tools, scorecards, and supporting documentation.
• Communicate findings objectively and foster a culture of learning, accountability, ethical conduct, and consistent student service.

Training Partnership and Skill Development

• Identify performance, process, and compliance gaps through QA findings and partner with Enrollment Leadership and Training and Development to develop targeted, role-based solutions.
• Provide trainers with evaluation insights, behavioral examples, and subject-matter support while maintaining confidentiality.

Analytics, Reporting, and Continuous Improvement

• Analyze quality, compliance, conversion, student-experience, and operational data to identify trends, risks, and improvement opportunities.
• Monitor quality KPIs and thresholds and promptly escalate results outside established tolerances.
• Lead cross-functional improvements and advise on quality impacts of changes to systems, workflows, communications, policies, and program launches.
• Other duties, as assigned.

Qualifications:

• Bachelor’s degree in Business, Education, Quality Management, Organizational Development, or a related field.
• Three or more years of progressive experience in educational quality assurance, including experience operating within university-partner governance and compliance requirements.
• Three or more years of experience leading people, programs, or cross-functional initiatives.
• Demonstrated experience developing scorecards, conducting audits or evaluations, leading calibration and performing root-cause analysis.
• Experience using dashboards and performance reporting tools to communicate quality trends and business insights.
• Experience with Salesforce Education Cloud, Omnichannel, quality-monitoring, speech or text analytics, or third-party education technology platforms.
• Ability to manage confidential information, competing priorities, and sensitive issues with sound judgment and integrity.
• Flexibility to work evenings and weekends, as needed.
• Ability to travel, on average 1-2 times per year.

Preferred Qualifications

• Working knowledge of relevant privacy, consumer-communication, accessibility, records-retention, and higher-education compliance concepts, including FERPA and applicable calling and texting requirements.
• Experience translating quality findings into training content, coaching priorities, or competency-development plans.