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Admissions Quality & Performance Manager

5 days, 10 hours ago
Anywhere
Full-time
Senior
Sales Enablement
Sales and Business Development
CRM HubSpot Power BI Tableau
Apply Now
Colibri Group

Colibri Group

Colibri Group specializes in providing comprehensive professional learning solutions, particularly through its leading real estate schools, which empower both aspiring and seasoned real estate professionals to enhance their careers.

Diversified Consumer Services
1001-5000
Founded 1928
View All Jobs 5

Description

  • Develop and maintain QA scorecards for admissions calls, emails, and texts using AI-assisted and human reviews.
  • Partner with admissions leaders to calibrate quality expectations, deliver actionable feedback, and improve coaching, scripts, and outreach practices.
  • Analyze inquiry-to-enrollment performance across B2C, B2B2C, and B2B journeys to identify disengagement and closed-lost patterns.
  • Track lead response time, stage progression, enrollment yield, time to enrollment, enrollment melt, and quality trends using HubSpot, Excel, and dashboards.
  • Map candidate touchpoints, handoffs, follow-up expectations, and service-level targets to reduce delays, repeat contacts, and inconsistent information.
  • Collaborate with Admissions, Marketing, Revenue Operations, Account Management, and Program Advisors on journey and process improvements.
  • Synthesize candidate surveys, lost-candidate feedback, support trends, and interaction reviews to improve the experience through onboarding and early program participation.
  • Identify and escalate inaccurate program, cost, certification, eligibility, consent, and compliance information; measure the effectiveness of corrective actions.

Requirements

  • Experience in admissions quality, contact-center QA, customer experience, sales quality, or a related service-oriented environment.
  • Hands-on experience evaluating customer or candidate calls and written communications against consistent quality standards.
  • Experience translating interaction reviews and performance findings into specific, constructive coaching and process improvements.
  • Demonstrated success improving conversion, response time, quality, follow-up effectiveness, or another service or sales outcome.
  • Proficiency with HubSpot or a comparable CRM, Excel, and reporting or dashboard tools such as Power BI or Tableau.
  • Ability to analyze performance data, identify trends, and communicate actionable insights.
  • Ability to balance enrollment outcomes and speed with empathy, accuracy, customer experience, and compliance.
  • Strong cross-functional communication skills and experience partnering with admissions, marketing, account management, and operations teams.
  • Bachelor’s degree in business, analytics, education, or a related field.
  • Higher education admissions experience is strongly preferred; experience in other consultative, service-driven environments is also considered.
  • Experience with AI-assisted conversation intelligence or QA platforms such as Gong, Observe.AI, or CallMiner is beneficial.
  • SQL and Python are not required; this is not a software testing or coding role.

Benefits

  • Opportunity to shape and grow an admissions quality function.
  • Visible impact on prospective educators’ enrollment journeys and career advancement.
  • Autonomy to recommend improvements, test ideas, and implement insights in team practices.
  • Cross-functional collaboration with Admissions, Sales, Marketing, Revenue Operations, and student-facing teams.
  • Mission-driven, inclusive workplace focused on professional education.

Interested in this position?

Apply directly on the company website

Apply Now

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