Admissions Quality & Performance Manager

Colibri Group; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Colibri Group in the United States seeks an Admissions Quality & Performance Manager to elevate candidate experience from inquiry to enrollment. This hands-on role builds practical QA scorecards for calls, emails, and texts, using AI-assisted review to guide coaching and process improvements.

You will partner with Admissions leadership to calibrate expectations, improve scripts, and drive better outcomes across B2C, B2B2C, and B2B journeys, while leveraging HubSpot, Excel, and dashboards to

Qualifications

• Experience improving real customer or candidate interactions in admissions quality.
• Ability to translate observations into coaching guidance for teams.
• Proven track record of improving conversion and response times.
• Strong CRM and reporting proficiency; data-driven decision making.
• Knowledge of higher education admissions is preferred.

Responsibilities

• Own admissions interaction quality with QA scorecards.
• Coach teams using reviews to improve scripts and outreach.
• Analyze inquiry-to-enrollment performance to reduce drop-offs.
• Track lead response time and enrollment yield with dashboards.
• Map candidate touchpoints and fix friction in journeys.
• Incorporate candidate feedback to improve onboarding.
• Flag accuracy and compliance issues and drive corrective actions.

Skills

CRM reporting

Quality assurance

Coaching through evidence

Data analysis

Cross-functional collaboration

Communication skills

Customer-focused

Education industry knowledge

Education

Bachelor’s degree in business/analytics/education

Tools

HubSpot

Excel

Power BI

Tableau

Gong

Observe.AI

CallMiner

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.

Come Build What’s Next

We’re looking for an Admissions Quality & Performance Manager to make every prospective educator’s experience more helpful, consistent, and effective—from first inquiry through enrollment and program start.

In this hands-on, cross-functional role, you’ll strengthen how admissions teams communicate with candidates, use AI-assisted conversation review and performance data to spot missed opportunities, and turn your findings into practical coaching and process improvements. Your work will support stronger enrollment conversion, fewer avoidable drop-offs, and an experience that reflects Moreland’s mission.

We’re looking for someone who understands service-oriented admissions or consultative customer interactions and can connect the human side of an interaction with measurable outcomes. You should be comfortable listening to calls, reviewing emails and texts, discussing quality with admissions leaders, working in HubSpot, and translating trends into changes teams can put into practice.

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

Experience with every tool or platform below is not required. We care most about your ability to evaluate conversations, use reporting to identify patterns, and help teams improve. This is not a software testing or coding role; SQL and Python are not required.

• 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

We Encourage You to Apply

You may not check every preferred box, and that is okay! We welcome relevant experience from higher education admissions, enrollment operations, contact‑center quality, customer experience, and other consultative, service‑driven environments. Familiarity with teacher certification and education‑specific rules can be learned; sound judgment, curiosity, and the ability to improve how people are treated are essential.

This role does require hands‑on experience evaluating customer or candidate interactions, using performance information to recommend improvements, and working with a CRM. If your background is primarily software testing or technical QA, without experience improving human‑facing service interactions, this may not be the right opportunity.

If you enjoy finding the moment a candidate journey breaks down—and helping a team make that experience better we would love to hear from you.

What You Can Expect From Our Hiring Process

We want our interview process to give you a clear picture of the role, the team, and what it’s like to work at Colibri while giving us the opportunity to understand your experience, how you approach your work, and what you’re looking for next. We do not use AI to review applications; your application is reviewed by a human on the Talent Acquisition team. While the exact process may vary slightly by role, you can generally expect:

1. Recruiter Conversation
   An introductory conversation with Talent Acquisition about your experience, career goals, interest in Colibri, compensation, and next steps
2. Hiring Manager Conversation
   A deeper discussion of your experience evaluating customer interactions, improving conversion and service outcomes, and coaching teams through actionable findings
3. 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
4. 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 goal is to make the experience thoughtful, respectful, and transparent. We encourage you to ask questions throughout the process, we’re evaluating the opportunity together.Our application deadline is: October 21st, 2026

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.