Admissions Quality & Performance Manager

Colibri Group

. Develop and maintain QA scorecards for calls, emails, and texts using AI-assisted review and targeted human evaluation .

Posted 10/14/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and maintaining QA scorecards, analyzing candidate interactions, and improving enrollment conversion through actionable feedback and data-driven insights. Proficient in using CRM tools and reporting dashboards to enhance customer experience and operational efficiency.

Highest-signal resume keywords

Admissions QualityCustomer Experience ImprovementHubSpot ProficiencyExcel ProficiencyData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AssuranceData AnalysisPerformance ImprovementCoaching GuidanceEnrollment Conversion

Soft Skills

CollaborationEmpathyCommunication

Tools & Technologies

HubSpotExcelPower BITableauReporting Dashboards

Industry Keywords

Higher Education AdmissionsB2CB2B2CB2BCustomer Interactions

Tech Stack

Tools & technologies

PythonSQLTableau

About the role

Key responsibilities & impact

Develop and maintain QA scorecards for calls, emails, and texts using AI-assisted review and targeted human evaluation
Assess accuracy, responsiveness, empathy, follow-up, and overall candidate experience
Partner with admissions leadership to calibrate expectations and identify high-performing interaction patterns
Provide actionable feedback and improve scripts, outreach practices, and individual coaching
Analyze inquiry-to-enrollment performance across B2C, B2B2C, and B2B journeys
Identify candidate disengagement points, closed-lost application reasons, and opportunities to improve enrollment conversion
Use HubSpot, Excel, and reporting dashboards to track lead response time, stage progression, enrollment yield, time to enrollment, enrollment melt, and quality trends
Map candidate touchpoints, handoffs, follow-up expectations, and service-level targets
Partner with Admissions, Marketing, Revenue Operations, Account Management, and Program Advisors to address delays, repeat contacts, and inconsistent information
Analyze surveys, lost-candidate conversations, support trends, and interaction reviews to understand satisfaction
Improve the candidate experience through onboarding and early program participation
Flag inaccurate or incomplete program, cost, certification, and eligibility information
Escalate contact-consent and other compliance concerns and measure corrective changes

Requirements

What you’ll need

Track record in admissions quality, contact-center QA, customer experience, sales quality, or a closely related service-oriented environment
Hands-on experience improving real customer or candidate interactions
Experience reviewing calls or written communications and applying quality standards consistently
Experience translating observations into constructive, specific coaching guidance
Examples of improving conversion, response time, quality, follow-up effectiveness, or another meaningful service or sales outcome
Practical proficiency with HubSpot or a comparable CRM
Practical proficiency with Excel
Experience with dashboard/reporting tools such as Power BI or Tableau
Ability to find trends and explain what the data means
Ability to balance speed, enrollment outcomes, empathy, accuracy, and compliance
Confidence collaborating across admissions, marketing, account management, and operations
Bachelor’s degree in business, analytics, education, or a related field
Experience in higher education admissions is strongly preferred
Hands-on experience evaluating customer or candidate interactions, using performance information to recommend improvements, and working with a CRM
SQL and Python are not required
Experience with every listed tool or platform is not required

Benefits

Comp & perks

Opportunity to shape a growing quality function
Opportunity to recommend improvements, test ideas, and turn insights into everyday team practices
Collaboration with leaders and partners across Admissions, Sales, Marketing, Revenue Operations, and student-facing teams
Mission-driven organization with visible impact
Human-reviewed application process
Inclusive work environment
Equal Opportunity Employer