Admissions Quality & Performance Manager

Colibri Group is a leader in online professional education, dedicated to supporting educators worldwide through Moreland University. We are seeking an Admissions Quality & Performance Manager to enhance the prospective educator experience by ensuring our admissions interactions are helpful, consistent, and effective.

Key responsibilities

• Develop and maintain practical QA scorecards for calls, emails, and texts using AI-assisted and human evaluation.
• Partner with admissions leadership to provide actionable coaching, improve scripts, and refine outreach practices.
• Analyze inquiry-to-enrollment performance to identify friction points and improve conversion rates across various learner journeys.
• Utilize HubSpot, Excel, and reporting dashboards to track key performance metrics and quality trends.
• Collaborate with cross-functional teams to address process delays and ensure accurate communication of program information.

Requirements

• Proven experience in admissions quality, contact-center QA, or customer experience roles.
• Strong ability to translate interaction data into constructive coaching and operational improvements.
• Practical proficiency with CRM systems like HubSpot, as well as Excel and BI reporting tools.
• Excellent judgment in balancing empathy, accuracy, and compliance in service-oriented interactions.
• Bachelor’s degree in business, analytics, education, or a related field.

What we offer

• The opportunity to shape a growing quality function within a mission-driven organization.
• Direct impact on the candidate experience and enrollment success for educators.
• A collaborative environment working alongside Admissions, Marketing, and Revenue Operations teams.
• Room to test new ideas and turn data-driven insights into everyday team practices.