Enrollment Center Quality & Training Specialist

Location: Hunt Valley, MD

The Enrollment Center Quality & Training Specialist role reports to the Enrollment Center Senior Manager while supporting Calvert Education’s Enrollment Center (a blend of sales and customer services functions). This role specifically focuses on the development and maintenance of the Quality and Training Programs.

Responsibilities:

    Assist in the development and maintenance of a new-hire training program to enhance performance results, customer engagements, and employee experience; as well as providing on-going training to tenured employees for new initiatives and overall performance development

    • Become a subject matter expert in all things Calvert Education
    • Create training content for delivery across a variety of channels (in-class, digital, etc.)
    • Own and deliver comprehensive new-hire training program
    • Create methods of measurement for training program effectiveness
    • Create documents and exercises to facilitate learning and development
    • Assess new-hire performance and development
    Assist in the development and maintenance of the call center quality monitoring program to drive exceptional customer experiences, push the standards of performance excellence, and improve new business conversion and customer retention

    • Create and maintain Quality Guidelines
    • Review and score calls
    • Provide sales and customer service focused feedback
    • Provide process and systems related feedback
    • Provide soft skills feedback
    • Develop and deliver reporting related to the quality program (departmental and individual metrics)
    • Identify trends in performer and customer behavior
    • Create and maintain a library of recorded calls for training purposes
    Support the Enrollment Center with customer ordering during high volume intervals (direct phone engagement)

    • Leverage expertise of all Calvert systems (phone application, Salesforce CRM, etc.)
    • Deliver intended customer experience, as expressed within Calvert Guidelines
    • Help customers enroll their families, A-through-Z, across multiple service platforms
    • Exhibit the leadership, effort, and attitude of the ideal Calvert Education Enrollment Advisor

Skills & Experience:

  • Bachelor’s Degree in Business/Management, Communications, or Curriculum Design/Education preferred
  • 3-5 years of experience as a sales manager, quality associate, and/or sales/service trainer
  • 3-5 years call center work experience
  • Salesforce experience required
  • Must enjoy helping customers
  • Must be comfortable working in a changing environment
  • Must be an excellent cross-functional collaborator
  • Must have professional presentation skills
  • Must have professional writing skills
  • Must be competent in all Microsoft Office programs, especially Word and PowerPoint
  • Must have experience creating documents (ISO-9000 experience preferred)