At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility.  At Boundless Learning you’ll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide.

The Quality Assurance team provides critical omni channel analysis, insights, recommendations, and feedback to stakeholders responsible for supporting learners at Boundless Learning. The primary function of the Quality Improvement Manager is to manage and support a team of Quality Analysts who are responsible for extracting and deciphering large data sets, completing quality assurance audit reviews, and providing coaching and guidance to the functional teams. In addition, the Quality Improvement Manager ensures that the team provides actionable insights to multiple stakeholders within the business, monitors overall quality KPIs, and leads or is a participant in various projects and initiatives to support the Marketing, Enrollment and Student Success teams.

RESPONSIBILITIES

Specific duties and responsibilities include, but are not limited to, the following.  Other duties and responsibilities may be assigned.

• Manage, coach, and support the Quality Analyst team. 
• Monitor KPI performance and work with the Quality Analysts to identify areas for team improvement and development using data analysis, interaction analysis, audits, and targeted listening.
• Ensure all coaching and training processes as well as any coaching/training interactions or sessions are thoroughly tracked and documented.
• Lead the Quality Analyst team in using data and reporting to recommend opportunities to appropriate functional areas, such as Marketing, Enrollment or Student Success, to improve the learner experience throughout the student lifecycle.
• Drive strategic initiatives to improve the student experience and learner support within the business.
• Manage the relationship with third party vendor contracted to complete call evaluations
• Address any escalated issues as appropriate, such as escalated call disputes with Advisors and/or managers
• Act as a partner to the Legal team to ensure that the team is monitoring required current compliance and transparency statements and ensure any potential violations are reported to the Legal team in a timely manner.
• Use technology available to the team to create efficient and scalable processes and advocate for technology required to impact the internal processes and learner support/experience.
• Provide relevant topics and recommendations to Learning & Development for onboarding and continuous education needs.
• Act as a voice for the learner and a quality advocate in all appropriate projects or initiatives.
• Ensures that the quality analyst(s) follow proper evaluation, documentation, and protocols. 
• Ensure that reports and dashboards are maintained and relevant in driving key business decisions.
• Collaborate closely with the Learner Experience team to combine the voice of the learner data (survey feedback/student interviews) with engagement insights (call/email/SMS/Advisor performance metrics) for a holistic approach to understanding the student experience.
• Assist in maintaining the learner journey phases based on insights and trends within our learner interactions.
• Translate general reporting requests from the business/partners into valuable insights using data from multiple sources, with some effort to anticipate future questions or needs.
• Manage the cadence and process in which we provide valuable insights to Marketing, Enrollment and Student Success teams.
• Act as lead for continuous departmental improvements as well as the lead on any projects impacting quality of learner interactions.

QUALIFICATIONS

• 4-year degree from an accredited institution and/or appropriate combination of education and relatable experience
• Minimum 5 years’ Call Center Quality Assurance experience preferred. 
• Minimum 3 years Higher Education experience preferred. 
• Prior management experience preferred.
• Strong understanding of customer journey mapping preferred.
• Ability to use data to tell a story and drive change with senior leadership.
• Experience using AWS, Observe.AI and/or Interaction Analytics preferred. 
• Capacity to work in a fast-paced environment and to be a self-starter.
• Outstanding written and verbal communication skills.
• Proficient in MS Office with advanced Excel. 
• Proficiency with SharePoint, Tableau, Salesforce, Smartsheets, preferred. 

SUPERVISORY RESPONSIBILITIES

• Manage a team of Senior Quality Analysts and Quality Analysts
• Act as a dotted line manager to contracted vendor for quality

*Must be able to work in office full time.

At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility.  At Boundless Learning you’ll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide. 

We’re looking for a highly organized and tech-savvy Customer Experience Analyst to support the collection, analysis, and interpretation of learner feedback and operational data to support Boundless Learning’s CX strategy. In addition to supporting and enhancing the Voice of the Learner program, this role will support key initiatives that will impact the learner experience, including but not limited to automated journeys, video engagement, CRM optimization, and cross-functional projects. This role is perfect for someone who loves bringing structure to complexity, coordinating with multiple stakeholders, and improving the learner experience through operational excellence and data-driven insights.  

Key Responsibilities  

Voice of Learner (VoL) Program  

• Assist with building and deploying automated surveys in survey tool.  

• Perform survey testing and quality checks.  

• Maintain documentation of the Voice of the Learner program.  

• Build, track and monitor ad hoc surveys  

• Communicate updates and insights to stakeholders on an ongoing and ad hoc basis.  

• Support collection of student feedback outside of surveys (i.e., research, roundtable discussions)  

• Support analysis of survey results to uncover trends and opportunities.  

• Develop and maintain dashboards and reports that provide clear and actionable insights to stakeholders.   

• Present findings in a way that is accessible and relevant to both technical and non-technical audiences.  

Learner Experience Tools  

• Support the creation of learner-facing videos in partnership with various teams.  

• Track video analytics and identify areas for optimization.  

• Support with learner facing Video Hub enhancements.  

• Support the build and launch of automated learner journeys, including content strategy, setup, and stakeholder coordination.  

• Analyze engagement data with automated emails and identify areas of opportunity.  

General Learner Experience Project Support  

• Represent the LX team and provide a voice for learners in student experience related projects.  

• Collaborate with CX teams and other stakeholders to provide analytical support for key initiatives.   

• Monitor the effectiveness of CX projects and recommend adjustments based on data insights.  

• Conduct discovery and requirements gathering.  

• Own administrative tasks to ensure smooth and timely project execution.  

• Participate in UAT (User Acceptance Testing) to ensure flawless execution for any learner experience projects or tools.  

Continuous Improvement  

• Support the continuous improvement of CX/LX processes by providing insights and recommendations based on data analysis.   

• Identify opportunities to streamline operations and enhance the learner experience.  

Other duties as assigned.  

Qualifications  

• Knowledge of key CX metrics and methodologies, such as NPS and OSAT.  

• Advanced skills in data analysis and visualization, using tools like Excel, Tableau, or similar platforms.  

• Strong analytical and problem-solving skills, with a focus on improving customer/learner outcomes and operational efficiency.  

• Ability to translate complex data into clear and actionable insights for diverse audiences.  

• Strong presentation and communication skills.  

• Comfortable working with tools like Salesforce, Medallia, or similar platforms (or quick to learn with training provided).  

• Able to manage multiple tasks with minimal supervision.  

• Prior experience in supporting internal projects is strongly preferred.  

• Experience with User Acceptance Testing (UAT) processes preferred.  

Successful candidate must be available to work full-time in one of our Boundless Learning offices.