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Admissions Quality & Performance Manager

Colibri Group· Admissions
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RemoteFull-timePosted 4d ago

About the role

Hands-on, cross-functional role focusing on improving admissions quality, coaching, and conversion through QA, data analysis, and process improvements across B2C and B2B journeys.

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, 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

Qualifications

  • Relevant quality and service experience in admissions quality, contact-center QA, customer experience, sales quality, or a closely related service-oriented environment
  • Coaching through evidence. Experience reviewing calls or written communications, applying quality standards consistently, and translating observations into constructive, specific guidance
  • 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
  • Customer-first judgment. Ability to balance speed, enrollment outcomes, empathy, accuracy, and compliance when evaluating how teams engage prospective educators
  • Clear communication and partnership. Collaboration across admissions, marketing, account management, and operations
  • Education and industry awareness. Bachelor’s degree in business, analytics, education, or related field; higher education admissions experience preferred or strong service-driven experience

Skills

Required:QA scorecard designcoaching and feedbackdata analysisHubSpotExcel
Nice to have:BI dashboards

Benefits

  • Not specified in the description
Last updated Oct 21, 2026. Interested? Apply on the company site.

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