Quality Assurance Specialist at Colorado State University - CSU

Remote | Part-time
Colorado State University - CSU

Fully Remote Part-Time Quality Assurance Specialist

  • Job Locations: US
  • Job ID: 2020-1836
  • Category: Student Experience
  • Type: Regular Part-Time

Overview

The Quality Assurance Specialist assists the university in achieving its retention and student completion goals by evaluating service provided to students according to the CSU Global Way principles of trustworthiness, care, and clarity.

About Colorado State University Global:

Our Mission: Colorado State University Global is committed to advancing student success in a global society, investing in human capital, expanding the state economy, and enhancing the quality of life for citizens in the state of Colorado and beyond by providing access to dynamic degree programs characterized by academic excellence, innovative delivery technologies, and strong stakeholder engagement. Our Vision: CSU Global is the premier provider of innovative, higher learning opportunities for nontraditional students in Colorado and beyond.

Colorado State University Global (CSU Global) was created by the Colorado State University System Board of Governors in 2007 as the first 100 percent online state university in the United States. CSU Global is focused on facilitating adult success in a global marketplace through career-relevant education including bachelor’s degree completion and master’s degree programs. Embracing the land grant heritage as part of the Colorado State University System, CSU Global sets the standard for quality and innovation in higher education through its expert faculty trained in working with adults in an online learning environment, and through its dedication to student retention, graduation and workplace success. CSU Global’s student focus requires employees to work in a fast-paced, dynamic, team environment.

Job Description/Performance Objectives:

The Quality Assurance Specialist assists the university in achieving its retention and student completion goals by evaluating service provided to students according to the CSU Global Way principles of trustworthiness, care, and clarity.

  • Perform customer service quality assurance checks of email, text, phone and chat interactions between university staff and students.
  • Provide qualitative and quantitative feedback on student/staff interactions using defined service parameters and scoring rubrics.
  • Make observations on recurring service issues and student challenges and communicate these observations to Student Experience leadership.
  • Other assigned duties as business needs dictate.

Skills:

  • Detail-oriented
  • Customer Service
  • Ability to organize and prioritize tasks and information
  • Ability to communicate effectively both orally and written
  • Problem Solving
  • Proficiency with Microsoft Office Suite
  • Ability to draw conclusions from qualitative and quantitative data

Competencies:

  • Accountability
  • Adaptability
  • Critical Thinking
  • Results-Oriented
  • Independence
  • Professionalism

Qualifications

Experience & Education Requirements:

  • 2-4 years customer service experience
  • Experience working in higher education is preferred
  • Ability to work in a fast-paced, dynamic environment and handle multiple assignments simultaneously
  • Availability of 3 hours per week from 8am-5pm for meetings and training
  • Or equivalent combination of education and experience

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