Admissions Quality & Performance Lead

Colibrigroup; United States; On-site; USD 85,000 - 110,000; Full time

Job summary

Colibri Group is seeking an Admissions Quality & Performance Manager to elevate the candidate experience from inquiry to enrollment. This role blends hands-on QA, coaching, and cross-functional collaboration to improve conversations, responses, and outcomes.

You will build practical QA scorecards, analyze funnel metrics, and drive coaching programs that reduce drop-offs and improve enrollment yield across direct and partner paths.

Qualifications

• Experience improving real customer or candidate interactions in admissions, contact-center QA, or a service environment.
• Ability to translate observations into concrete guidance that improves team performance.
• Proven track record of operational improvements in conversion, response time, or quality.
• Proficiency with a CRM and reporting tools; ability to interpret trends and explain data.
• Customer-first judgement balancing speed, enrollment outcomes, empathy, accuracy, and compliance.

Responsibilities

• Own admissions interaction quality; develop QA scorecards for calls, emails, and texts using AI-assisted review.
• Calibrate expectations with admissions leadership; provide actionable feedback and update scripts and outreach.
• Analyze inquiry-to-enrollment performance across direct-to-consumer, partner-supported, and B2B journeys.
• Track lead response time, stage progression, enrollment yield, and other key metrics with dashboards.
• Identify friction points; coordinate with Admissions, Marketing, Revenue Ops, and Program Advisors to fix issues.
• Collect candidate feedback from surveys and conversations to improve onboarding and early participation.
• Flag inaccuracies in program, cost, certification, and eligibility information; escalate issues as needed.

Skills

QA experience

Coaching

Data analysis

CRM reporting

Cross-functional collaboration

Customer-focused

Education

Bachelor's degree in business analytics or related field

Tools

HubSpot

Excel

Power BI

Tableau

Job description

Colibri Group is seeking an Admissions Quality & Performance Manager to elevate the candidate experience from inquiry to enrollment. This role blends hands-on QA, coaching, and cross-functional collaboration to improve conversations, responses, and outcomes.

You will build practical QA scorecards, analyze funnel metrics, and drive coaching programs that reduce drop-offs and improve enrollment yield across direct and partner paths.