Our Opportunity:

The Quality Assurance and Issue Resolution Analyst will provide support to Purdue University Global. Building on Purdue University's mission to provide greater access to affordable, high-quality education, Purdue University Global is a public, nonprofit institution offering a world-class education online.

Job Summary:

The Quality Assurance and Issue Resolution Analyst is an impartial specialist who facilitates timely and accurate communication and issue resolution with prospective, enrolled and previous PG students. The analyst is responsible for ensuring staff adherence to established policies, procedures, and all applicable federal, state, and accrediting agency standards and regulations. Quality assurance is achieved by monitoring processes that include, but are not limited to, enrollment, advising and financial aid. Listening to recorded calls and reviewing digital correspondence between students and staff are primary methods of data gathering. The analyst is responsible for maintaining documentation that helps identify trends, as well as policy, practice, and training improvements across the student experience.

What to expect in this role:

Quality Assurance/Call & Digital Communications Monitoring:

• Maintains regular quality assurance monitoring of student calls and digital correspondence with admissions, advising and financial aid advisors to ensure staff adherence to established policies, procedures, and all applicable federal, state and accrediting agency standards and regulations.
• Reviews and documents student calls and digital communications in response to specific student problem resolution work.
• Works closely with senior leaders to routinely evaluate quality assurance metrics, identify trends and make recommendations for continuous policy and process improvement.
• Provides formative feedback on a routine basis to admissions, advising and financial aid advisors, engaging collaboratively to improve the student experience. Documents these efforts to evaluate their impact on student success and operational effectiveness.
• Maintains current understanding of, and changes to, policies, process and technology associated with student admissions, advising and financial aid.
• Maintains current understanding of, and changes to, training and role expectations for admissions, advising and financial aid advisors.

Resolution Analyst:

• Consults with Education, Financial Aid and Admissions Advisors about specific student issues and questions to determine appropriate problem resolutions. Communicates with all involved constituents an efficient means for problem resolution.
• Assumes full ownership of a student issue, directly communicating with the Advisor and/or student, and documenting the action plan in university systems and/or the student record as required.
• Facilitates impartial conflict management between students and managers/faculty by clarifying the root cause of issues with fact finding and then generating cooperative strategies for complaint resolution.
• Contributes to the process of formulating or modifying policy and procedures to reduce or eliminate recurring grievances.
• Produces regular reporting and generates ad hoc reports as requested.
  

Experience:

• Bachelor’s Degree Required.
• Minimum 4 years of customer service, mediation and facilitation, advising, or ombuds experience, preferably in a higher education environment.
• Any Appropriate combination of relevant education, experience and/or certifications may be considered.

What we’re looking for:

• Extensive experience in the use of MS Office suite, especially Excel, Word and Adobe; as well as Google suite of applications such as Gmail, Sheets and Hangout.
  Strong attention to detail, exceptional listening, analytical, and problem-solving skills.
• Excellent oral and written communication skills.
• Excellent organizational skills with the ability to handle multiple tasks and projects with strict deadlines.
• Ability to collaborate and interact in a professional manner with a diverse group of staff, faculty, students and senior leadership.
• Ability to work in a multicultural environment, across diverse teams, departments, and Schools.
• Ability to provide advice and guidance and serve as a neutral third party on matters of great significance for students.
• Ability to maintain confidentiality and discretion at all times.

Additional Information:

• Target salary is $70,000-75,000.
• Learn more about our benefits: https://www.purdue.edu/hr/global/benefits_enrollment/pgbenefits.php
• Please note that this is a remote position.
• Purdue will not sponsor employment authorization for this position.
• A background check is required for employment in this position.
• FLSA: Exempt (Not Eligible for Overtime)
• Purdue Global is proud to be an EEO/AA employer. Our goal is to recruit and retain the most talented people from a diverse candidate pool. We celebrate the diversity of thought, backgrounds, and skills necessary to support an inclusive environment. Employment decisions are based on qualifications, merit, and business needs. All individuals are encouraged to apply.

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