Analyst, Qa & Insights

Job Description
Opportunity at a Glance
Fuel your passion for driving student enrollment success! This role seamlessly integrates Quality Assurance expertise with advanced Data Analysis. Leveraging your technical prowess in Excel, SQL, and AI, you'll transform student call data into actionable insights. Uncover hidden trends, identify student concerns, and pinpoint missed enrollment opportunities. Your data-driven recommendations will directly influence the optimization of student interactions, training materials, and strategic enrollment decisions. Become a key player in shaping the future of student enrollment!
Responsibilities
- Data Analysis and Insights:
- Identify trends and patterns in student interactions and performance metrics.
- Analyze conversions rates by buckets/functions for areas of opportunity
- Analyze missed opportunities and areas for prospect engagement improvement.
- Contribute to data-driven calibrations and leadership meetings.
- Write complex SQL queries to extract, clean, and transform student enrollment call data for further analysis
- Leverage data visualization tools (e.G., Power BI, (url removed)) to create compelling presentations for stakeholders, highlighting insights and recommendations.
- Build and maintain word trees/word cloud of findings
- Conduct reviews across various interaction types (calls, interviews, presentations).
- Compile and cleanse the data from prospect/student accounts (notes stages, statuses, decisions)
- Review with compliance about industry standards, regulations, and internal policies.
- Analyze secret shopper reports and track resolution plans.
- Conduct thorough observation of assigned colleagues/accounts and file reviews, projects, monitored phone calls, and written communications for specific schools and/or job functions.
- Evaluate effectiveness, customer service, accuracy, and compliance with industry standards, regulations, and internal policies.
- Provide feedback to leaders and colleagues via written observation forms and verbal coaching (feedback can vary depending on agreement with institution and function).
- Report and track observation trends for individual and team QA activities related to service quality, accuracy, and process or training opportunities in assigned systems.
- Recommend colleague development coaching/training and process improvements based on QA and identified trends.
- Utilize advanced Excel formulas to analyze call recordings, transcribe key elements, and categorize interactions based on specific criteria.
- Design and build dashboards to visualize call center performance metrics, including agent call volume, conversion rates, and adherence scores.
Additional Skills:
- Demonstrate expertise in the areas of assigned QA and remain up-to-date on all institution and functional processes, rating criteria, and knowledge.
- Provide recommendations/enhancements on current policies and procedures and participate in project planning and implementation of process improvement initiatives.
- Utilize natural language processing (NLP) techniques to analyze call transcripts and identify common student concerns, objections, and missed opportunities.
- Develop and maintain automated data pipelines for efficient data extraction and analysis.
- Build word trees and word clouds to visually represent the most frequent keywords and phrases used in student interactions.
- Using advanced Excel, SQL, and AI to analyze student calls, uncover hidden trends and issues, and translate those insights into actionable improvements for the enrollment process
- Performs other duties as assigned
- Complies with all policies and standards