Quality Assurance Specialist/Coach

Profile

What We’re Looking For:
The Quality Assurance Specialist/Coach observes and evaluates calls, then coaches ICs on the call interactions they have with their prospective students across the three business lines. The coaching is to ensure that each student has the information needed to make an educated decision about their education and that each one has an excellent engagement experience.
Responsibilities Include, But Are Not Limited To:
Expertise in all facets of the student experience and journey for Boot Camp, Degree and Short Course programs.
Understand the required calls skills for success in Student Engagement across 3 business lines
Observe and evaluate recorded Admissions and Student Success Advisors’ calls and coach new hires for 4 weeks post onboarding.
Collaborate with the QA Manager to strategically plan and prioritize work.
Collaborate with the QA Manager to review QA and coaching results for report out to the respective managers.
Evaluate and summarize calls for requesters regarding student issues.
Facilitate calibrations with Admissions and Student Engagement Leaders to ensure the attributes that are being evaluated and coached on are the data points that are needed to enhance the skills of the advisors.
Expertise in Observe.ai
Run SF reports to locate the student opportunities and TalkDesk calls that need to be evaluated in Observe.ai
Prepare and send QA project summaries to SE directors or by vertical
Collaborate with both the Onboarding and CE Training Specialists to provide data on skills gaps.
Identify excellent calls to share with the Onboarding and CE training teams for use in training sessions.
Other tasks as assigned by your manager or Director of Training & Development.
Things That Should Be In Your Background:
You understand the role of the Admissions Advisor and can evaluate their calls based on the skills required for their roles
You have experience in the Degree Admissions process
You have experience in coaching others to success
You are detail oriented and organized
You are a team player and work cohesively and collaboratively with the members of your QA team and the training teams
You have the ability to focus and concentrate on each and every call for long periods of time
You are great at relationship building
You have the ability to work under pressure and meet deadlines
You have excellent command of the English language, verbal and written communication skills
You have excellent interpersonal skills, consistently amicable and responsive in dealing with all people.
About 2U Inc. (NASDAQ: TWOU)
2U is comprised of 3 lines of business: Graduate Degree Programs, Short Course, and Boot Camps. Going beyond traditional learning management systems, we use tech, people, and data to help top universities and enterprise organizations transform in the digital era—and eliminate the back row in higher ed. We support lifelong learning which means thinking beyond a single degree. It means finding ways for students to gain the skills they need to change careers, evolve their expertise, and meet the challenges of the changing world head-on. We help our partners fill those needs—developing new digital education technologies and offerings capable of supporting students at different points in their lives. Whether they need a simple refresher, to learn something new, or to change their career trajectories completely, our partners are there to help them succeed. Together with our partners, 2U has positively transformed the lives of more than 275,000 students and lifelong learners.
2U Diversity and Inclusion Statement
At 2U, we are committed to creating and sustaining a culture that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities of our employees. We strive to offer a workplace where every employee feels empowered by the ways in which we are different, as well as the ways in which we are the same.
Benefits & Culture
Working at 2U means working with individuals that are passionate and mission driven. We collaborate on tough problems to deliver the best outcomes for our partners, students, and each other. You will find team members working together in our open office spaces, gathered in the kitchen grabbing a snack, or taking a break in our game rooms.
2U offers a comprehensive benefits package:
Medical, dental, and vision coverage
Life insurance, disability and 401(k)
Unlimited snacks and drinks
Generous paid leave policies including unlimited PTO
Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break
In Colorado, the anticipated base salary for this role is $55,000, with potential bonus eligibility. Note: The final compensation for this position may consider factors including the geographic location where the work is performed (candidate’s assigned office) and prior work experience of the candidate.
To learn more, visit 2U.com. #NoBackRow
Note: The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay.

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