The Director of Quality Assurance (QA) is responsible for the strategic planning and execution of comprehensive oversight of the Quality Control (QC) process in Graduate Enrollment Management (EM). This encompasses two areas: Communications (including both marketing and decisions), and Document verification for international students.
As a function of the QC process in communications, serves as the singular point of contact for all marketing and enrollment decision processing, to include:
Maintaining a marketing communication and application decision calendar
Supervising the staff who liaise with colleges, campuses, international recruitment, and EM,
Orchestrating the QC process
Regular reporting of progress.
As a part of EM's QC responsibilities for international student documentation verification (i.e., foreign credential evaluation and financial statements), co-supervise the graduate enrollment team responsible for the day-to-day administration of QC. This is done in partnership with the Office of Global Services (OGS), which administers the I-20's for international students.
Identify errors and inform senior leadership; manage necessary follow-up to correct the situation and mitigate risk. Maintain working relationships with the Office of Compliance and Office of General Counsel, as well as leadership within the graduate enrollment team.
Leadership experience in communications planning and execution of campaigns of different media (print, digital, email, etc.)
Experience working within a marketing automation system to build and execute email marketing campaigns
Knowledge of best practices in communication and operations quality assurance and control
Experience in enrollment or enterprise-level customer service communications and interactions (e.g., hospital systems, corporations, government, etc.)
Previous experience with a CRM (esp. Slate) Strategic mindset paired with strong results orientation to achieve key business objectives
Ability to thrive in high paced, complex environments and to operate independently and efficiently manage multiple tasks, priorities and projects
Experience managing vendors and consultants
Effective collaboration skills, with internal and external stakeholders
Solid written and verbal communication skills.
Ability to think and act both analytically and strategically.
Knowledge and skills required for this position are normally obtained through a Bachelor's degree and four to six years of related experience. Master's degree is preferred.
KEY RESPONSIBILITIES & ACCOUNTABILITIES
1) Plans the development and manages a communications calendar that includes all enrollment-based communications streams (including decisions) within the Northeastern ecosystem (colleges, campuses, international recruitment, EM, etc.)
2) Lead bi-weekly meetings with college, campus, and support unit partners to facilitate the quality assurance and control process. Provide regular reporting and analytics to demonstrate effectiveness. Serve as representative for QA follow-up and liaison with Office of General Council.
3) Supervision of both full-time and temporary staff that run the quality control process: communications, foreign credential evaluation, and international student finances.
Lead, engage and motivate employees. Actively support a positive team culture.
Provide an effective process for performance management and development that provides measurable goals, clear expectations and solid direction to each team member.
Provide frequent feedback, recognition and coaching to ensure high performance, professional growth and development. Plan for and support employees in career and professional development opportunities aligned with organization's needs.
Address unsatisfactory employee performance including developing, delivering and monitoring performance improvement plans.
Facilitate the resolution of employee conflicts.
Lead and guide employee/team to develop new skills, knowledge and abilities that will enhance their work and development.
Plan, organize resources, assign and delegate activities and measure results to achieve organization's expectations.
Manage change by providing the needed structure and transparent environment. Coach employee/team through changes that impact their day to day work.
Assist employees in navigating business processes and resolving issues.
Administer and ensure compliance with university policies and procedures.
Review staffing needs including developing job descriptions and recruitment plans. Lead the selection and onboarding process.
4) Other duties as assigned
Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.
All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.
Founded in 1898, Northeastern University is a private research university located in the heart of Boston. Northeastern is a leader in worldwide experiential learning, urban engagement, and interdisciplinary research that meets global and societal needs. Our broad mix of experience-based education programs?our signature cooperative education program, as well as student research, service learning, and global learning?build the connections that enable students to transform their lives. The University offers a comprehensive range of undergraduate and graduate programs leading to degrees through the doctorate in nine colleges and schools.