Continuous Service Improvement Sr. Evaluator

87251BR

Off-Campus: Scottsdale

Specialist Senior

Job Description

Works closely and collaboratively with EdPlus Enrollment Center leaders and coaches to understand and execute quality metric business requirements by scoring calls, facilitating call calibrations, hosting engaging QA training events and compiling/distributing monthly/quarterly/yearly quality trends for analysis.

EdPlus is a unit of the ASU Enterprise focused on the design and scalable delivery of digital teaching and learning models to increase student success and reduce barriers to achievement in higher education. We advance the economic, social, cultural, and overall health of the local, national and international communities served by ASU.

EdPlus at ASU      

ASU offers a total compensation package that includes valuable employee benefits. Click Here
to explore options.

•    Healthcare
•    Financial Security
•    Retirement
•    Family Resources
•    Tuition Reduction (Eligible ASU Employee, their dependents and spouse.)
•    Discounts

Department Name

EdPlus Academic Portfolio Mgmt

Full-Time/Part-Time

Full-Time

Grant Funded Position

This is not a grant funded position and is not contingent on future grant funding.

Salary Range

$44,100 - $65,000 per year; DOE

Close Date

17-January-2023

Essential Duties

• Demonstrate passion for the ASU Charter, understand the vision for the EdPlus QA department, and ensure the ‘Learner Journey’ is at the front of all decision-making processes.
• Effective use of critical thinking and problem-solving skills.  Adept at navigating complex environments with evolving priorities and communication plans. Ability to work within the “grey”, rather than traditional Quality Assurance “check box” evaluations.
• Be the QA ambassador and Subject Matter Expert– an accessible resource for employees to ask questions and get clarification.
• Spend approximately 80% of daily activity effectively and efficiently listening and scoring recorded calls.
• Use quality monitoring data management systems to score, compile and track performance at department, team and individual level.
• Prepare and analyze internal quality reports for managers and senior leadership.
• Provide positive and constructive feedback, both written and verbal.
• Regularly meet to calibrate calls with leadership to ensure consistent scoring throughout the student-facing roles/departments.
• Design and deliver engaging QA presentations/training for coaches and managers, as needed.
• Analyze and design new and/or modified Quality Assurance rubrics for assessing the quality of deliverables. Constantly demonstrate the ability to “evolve” quality metrics to best suit the learner journey and staff development.
• Skill in establishing, nurturing and maintaining effective professional working relationships.
• Team oriented; able to effectively respond to moderately complex situations involving several constituencies; able to cross-train, effectively provide feedback and score, and provide reporting for multiple unique QA processes across departments.
• Proficient at working independently for long periods of time as well as demonstrating the strong ability to be captivating, articulate and engaging when interfacing with coaches and leadership.
• Assumes or coordinates other duties or projects as assigned or directed.

Minimum Qualifications

Bachelor's degree in a field appropriate to the area of assignment AND five (5) years of related experience; OR, Nine (9) years of related experience; OR, Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Desired Qualifications

• Evidence of a Bachelor's degree or higher in a related field.
• Demonstrate Innovative thinking.
• Ability to work autonomously for long periods of time.
• Experience in negotiating while fostering team-oriented interpersonal skills
• Experience in designing/delivering and facilitating captivating presentations for small and large audiences
• Experience in navigating multiple technical systems such as inContact, Uptivity and Salesforce
• Experience in learning technical systems, reporting and data metric
• Experience in proactively focusing on problem solving system challenges
• Experience in critical thinking
• Experience in fostering a solution/results-oriented mindset

Working Environment

EdPlus at ASU is located at SkySong, the ASU Scottsdale Innovation Center. The center houses a diverse business community that links technology, research, education, and entrepreneurship to position ASU and Greater Phoenix as global leaders in the knowledge economy.

Activities are primarily performed in a regular, climate-controlled office setting subject to extended periods of sitting or standing. Daily use of desktop or laptop computer is required. Ability to clearly communicate to perform essential duties. Regular review of completed tasks.

EdPlus at ASU supports flexible work options, ranging from alternate work schedules to hybrid remote work schedules, subject to approvals per ASU policy.

Department Statement

EdPlus defines itself through a culture of curiosity, risk-taking and refusing to accept the status quo. As a central enterprise unit for ASU focused on the design and scalable delivery of digital teaching and learning models to increase student success and reduce barriers to achievement in higher education, our commitments support the university charter. ASU is a national service university and aspires to accelerate positive social outcomes through the seamless integration of cutting-edge technological innovation and scalability.
EdPlus employees are valued, respected, and encouraged to be their unique selves. We are committed to diversity, equity, inclusion, and belonging in everything we do. We know that our ability to deliver high-quality services and educational experiences is strengthened by the diversity of our employees. Our innovative culture drives outcomes through serving learners, achieving milestones, striving for excellence, solving problems, feeling a sense of urgency, and being bold.

EdPlus at ASU    

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources .

Employment Verification Statement

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

Instructions to Apply

Application deadline is 3:00PM Arizona time on the date indicated.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.

Resume and cover letter should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.

ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.

Only electronic applications are accepted for this position.

Applicant must be eligible to work in the United States; EdPlus at ASU will not be a sponsor for this position.

IMPORTANT NOTE: What is the meaning of “equivalent combination” in the minimum qualifications? It means one year of higher education or 24 credit hours, is equal to one year of experience. For example, a four year Bachelor’s degree is equal to four years of experience.