Admissions Quality & Performance Manager

Colibri Group; Oregon; Hybrid; USD 70,000 - 95,000; Full time

Job summary

Colibri Group is a leader in online professional education, serving more than one million learners annually across trusted brands. Moreland University helps educators pursue teacher certification and advanced degrees through collaborative, technology-enabled learning.

The admissions experience guides prospective educators toward confident decisions. This role ensures high-quality admissions interactions, coaches teams with actionable feedback, and analyzes conversion to improve enrollment

Qualifications

• Experience in admissions quality, contact-center QA, or customer experience.
• Ability to review calls or written communications and coach teams.
• Demonstrated improvement in conversion, response time, or quality.

Responsibilities

• Own admissions interaction quality with QA scorecards and AI-assisted review.
• Coach and calibrate admissions team performance with leadership.
• Analyze inquiry-to-enrollment metrics across direct and partner channels.
• Use dashboards to track lead response time, stage progression, and yield.
• Identify friction points and partner across departments to fix them.

Skills

Admissions quality

Coaching through evidence

Operational improvement

CRM & reporting

Customer-centric judgment

Cross-functional collaboration

Clear communication

Education

Bachelor's degree in business/analytics/education

Tools

HubSpot

Excel

Power BI

Tableau

Gong/Observe.AI

Qualtrics/Medallia

Job description

At Colibri Group, culture is at the heart of everything we do. Our values Love, Joy, Boldness, Teamwork, and Curiosity guide how we work together, support our customers, and make a difference in the communities we serve. Colibri Group is a leader in online professional education, serving more than one million learners each year across a family of trusted education brands. Moreland University helps educators worldwide pursue teacher certification and advanced degrees through collaborative, technology-enabled learning. The admissions experience plays a critical role in helping prospective educators understand their options and take their next step with confidence.

What You’ll Do

• * Own admissions interaction quality. Develop and maintain practical QA scorecards for calls, emails, and texts, using AI-assisted review and targeted human evaluation to assess accuracy, responsiveness, empathy, follow‑up, and the overall candidate experience*
• * Turn reviews into better coaching. Partner with admissions leadership to calibrate expectations, identify strong‑performing interaction patterns, provide actionable feedback, and improve scripts, outreach practices, and individual coaching
• * Improve enrollment conversion. Analyze inquiry‑to‑enrollment performance across direct‑to‑consumer (B2C), partner‑supported (B2B2C), and business‑to‑business (B2B) journeys; identify where candidates disengage, why applications are closed‑lost, and what could move more qualified candidates forward
• * Make performance visible. Use HubSpot, Excel, and reporting dashboards to track lead response time, stage progression, enrollment yield, time to enrollment, enrollment melt (enrolled candidates who do not start), quality trends, and other key measures
• * Find and fix friction in the journey. 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
• * Listen to the voice of the candidate. Bring together feedback from surveys, lost‑candidate conversations, support trends, and interaction reviews to understand satisfaction and improve the experience through onboarding and early program participation
• * Protect accuracy and trust. Flag inaccurate or incomplete program, cost, certification, and eligibility information, as well as potential contact‑consent or other compliance concerns; elevate issues to the appropriate owners and measure whether corrective changes work

What You’ll Bring

• * Relevant quality and service experience. A track record in admissions quality, contact‑center QA, customer experience, sales quality, or a closely related service‑oriented environment, with hands‑on responsibility for improving real customer or candidate interactions
• * Coaching through evidence. Experience reviewing calls or written communications, applying quality standards consistently, and translating observations into constructive, specific guidance that helps teams improve
• * Measured operational improvement. Examples of improving conversion, response time, quality, follow‑up effectiveness, or another meaningful service or sales outcome
• * Strong CRM and reporting skills. Practical proficiency with HubSpot or a comparable CRM, Excel, and dashboard/reporting tools such as Power BI or Tableau; comfort finding trends and explaining what the data means
• * Customer‑first judgment. The ability to balance speed, enrollment outcomes, empathy, accuracy, and compliance when evaluating how teams engage prospective educators
• * Clear communication and partnership. Confidence collaborating across admissions, marketing, account management, and operations, including giving candid feedback and helping others act on it
• * Education and industry awareness. A bachelor's degree in business, analytics, education, or a related field; experience in higher education admissions is strongly preferred, while strong experience in a comparable service‑driven environment will also be considered

Tools, Platforms, and Methodologies You May Use

• * HubSpot and CRM quality reporting, including data accuracy, stage definitions, and follow‑up activity
• * Excel and BI dashboards such as Power BI or Tableau
• * AI‑assisted conversation intelligence and QA platforms, such as Gong, Observe.AI, CallMiner, or similar tools
• * Candidate experience surveys and feedback tools, such as Qualtrics, Medallia, or comparable solutions
• * Quality scorecards, calibration reviews, funnel analysis, service‑level monitoring, and structured testing of outreach or process changes

Why You’ll Love Working Here

• * Help shape a growing quality function rather than simply maintain an established checklist
• * See the direct impact of better conversations and follow‑up on educators taking the next step in their careers
• * Work on meaningful problems at the intersection of candidate experience, admissions performance, and process improvement
• * Have room to recommend improvements, test ideas, and help turn insights into everyday team practices
• * Collaborate closely with leaders and partners across Admissions, Sales, Marketing, Revenue Operations, and student‑facing teams
• * Join a mission‑driven organization where your judgment, curiosity, and service mindset can have a visible impact

What You Can Expect From Our Hiring Process

• * Recruiter Conversation An introductory conversation with Talent Acquisition about your experience, career goals, interest in Colibri, compensation, and next steps
• * Hiring Manager Conversation A deeper discussion of your experience evaluating customer interactions, improving conversion and service outcomes, and coaching teams through actionable findings
• * Team and/or Cross‑Functional Interviews Conversations with key admissions and business partners to explore collaboration, judgment, and how you would approach Moreland’s candidate journey
• * Final Conversation and Decision If an additional stakeholder conversation is needed, we will explain the reason and timing in advance. Talent Acquisition will keep you updated throughout the process

Our Commitment to Inclusion

Colibri Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels welcome, respected, and empowered to do their best work. We encourage qualified candidates from all backgrounds, experiences, and career paths to apply.