colibrigroup - Admissions Quality & Performance Manager
Requirements
• Relevant quality and service experience. A track record in admissions quality, contact-center QA, customer experience, sales quality, or a closely related service-oriented environment, with hands-on responsibility for improving real customer or candidate interactions • Coaching through evidence. Experience reviewing calls or written communications, applying quality standards consistently, and translating observations into constructive, specific guidance that helps teams improve • Measured operational improvement. Examples of improving conversion, response time, quality, follow-up effectiveness, or another meaningful service or sales outcome • Strong CRM and reporting skills. Practical proficiency with HubSpot or a comparable CRM, Excel, and dashboard/reporting tools such as Power BI or Tableau; comfort finding trends and explaining what the data means • Customer-first judgment. The ability to balance speed, enrollment outcomes, empathy, accuracy, and compliance when evaluating how teams engage prospective educators • Clear communication and partnership. Confidence collaborating across admissions, marketing, account management, and operations, including giving candid feedback and helping others act on it • Education and industry awareness. A bachelor’s degree in business, analytics, education, or a related field; experience in higher education admissions is strongly preferred, while strong experience in a comparable service-driven environment will also be considered • Tools, Platforms, and Methodologies You May Use • Experience with every tool or platform below is not required. We care most about your ability to evaluate conversations, use reporting to identify patterns, and help teams improve. This is not a software testing or coding role; SQL and Python are not required. • HubSpot and CRM quality reporting, including data accuracy, stage definitions, and follow-up activity • Excel and BI dashboards such as Power BI or Tableau • AI-assisted conversation intelligence and QA platforms, such as Gong, Observe.AI, CallMiner, or similar tools • Candidate experience surveys and feedback tools, such as Qualtrics, Medallia, or comparable solutions • Quality scorecards, calibration reviews, funnel analysis, service-level monitoring, and structured testing of outreach or process changes • If you enjoy finding the moment a candidate journey breaks down—and helping a team make that experience better—we would love to hear from you. • What You Can Expect From Our Hiring Process
Responsibilities
• Own admissions interaction quality. Develop and maintain practical QA scorecards for calls, emails, and texts, using AI-assisted review and targeted human evaluation to assess accuracy, responsiveness, empathy, follow-up, and the overall candidate experience' • Turn reviews into better coaching. Partner with admissions leadership to calibrate expectations, identify strong-performing interaction patterns, provide actionable feedback, and improve scripts, outreach practices, and individual coaching • Improve enrollment conversion. Analyze inquiry-to-enrollment performance across direct-to-consumer (B2C), partner-supported (B2B2C), and business-to-business (B2B) journeys; identify where candidates disengage, why applications are closed-lost, and what could move more qualified candidates forward • Make performance visible. Use HubSpot, Excel, and reporting dashboards to track lead response time, stage progression, enrollment yield, time to enrollment, enrollment melt (enrolled candidates who do not start), quality trends, and other key measures • Find and fix friction in the journey. Map candidate touchpoints, handoffs, follow-up expectations, and service-level targets; partner with Admissions, Marketing, Revenue Operations, Account Management, and Program Advisors to address delays, repeat contacts, and inconsistent information • Listen to the voice of the candidate. Bring together feedback from surveys, lost-candidate conversations, support trends, and interaction reviews to understand satisfaction and improve the experience through onboarding and early program participation • Protect accuracy and trust. Flag inaccurate or incomplete program, cost, certification, and eligibility information, as well as potential contact-consent or other compliance concerns; escalate issues to the appropriate owners and measure whether corrective changes work
Benefits
• Help shape a growing quality function rather than simply maintain an established checklist • See the direct impact of better conversations and follow-up on educators taking the next step in their careers • Work on meaningful problems at the intersection of candidate experience, admissions performance, and process improvement • Have room to recommend improvements, test ideas, and help turn insights into everyday team practices • Collaborate closely with leaders and partners across Admissions, Sales, Marketing, Revenue Operations, and student-facing teams • We Encourage You to Apply • You may not check every preferred box, and that is okay! We welcome relevant experience from higher education admissions, enrollment operations, contact-center quality, customer experience, and other consultative, service-driven environments. Familiarity with teacher certification and education-specific rules can be learned; sound judgment, curiosity, and the ability to improve how people are treated are essential.
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