Quality Assurance

Jobinhalt

We’re building a movement - an education revolution.

We’re building a world where anyone, anywhere can have access to the best education regardless of where they were born. At our core, we believe education is a right, not a privilege. To that end, we’re building a company and a suite of products to lead the charge in transforming access to education.

ApplyBoard is an online platform that empowers students around the world to access the best education by connecting international students, recruitment partners, and academic institutions. We simplify the study abroad search, application, and acceptance process. Not only do we help students with their study abroad journey, but we also help academic institutions to find the best students globally. Our goal is to help enable better, more diverse, schools that are enriched with cultures from all over the world.

Role

The quality assurance team works to establish and maintain standards by which all processes and services are measured for reliability, usability and performance. Provide data analysis for quality improvement by gathering data on trends and root cause analysis. Conduct internal and external audits to determine customer needs and provide data analysis to applicable departments.

What you will be doing everyday:

• Audit processes and tools for accuracy and optimization opportunities, while working with knowledge experts to support micro level auditing and consolidate audit findings
• Audit customer interactions to identify areas that did not meet established performance standards within Customer Support
• Develop and implement Quality Assurance policies and procedures, while collaborating with Process Management to ensure accuracy and optimization of processes
• Maintain a customer centric focus and provide recommendations for improvements to ensure a positive impact on the customer experience
• Maintain reports for documenting and categorizing optimization opportunities
• Provide information and analysis for strategic planning to meet company objectives
• Provide CX teams with a QA score and areas of opportunity for development and growth
• Develop and document Quality Assurance standard Ensure all CX teams understand the quality assurance standards and have the necessary tools and services to achieve these across the organization
• Conduct group calibrations and coaching sessions for analysts and advisors that address service quality inefficiencies and or improvement opportunities
• Determine Root Cause Analysis and share findings with applicable teams/departments
• Be the eyes and ears of the business by looking for anomalies and partner with leadership on special projects created to overcome these types of business risk items
  
  

What you will bring to the role:

• Ability to effectively analyze data and provide recommendations to various departments within the organization
• Strong analytical abilities, detail-oriented and high level of accuracy
• Excellent interpersonal skills and verbal and written communication skills
• Demonstrates innovative ideas, developing creative solutions and motivating a team to share knowledge and complete tasks on time
• Professional, organized, detailed oriented and communicative
• Proficient/have familiarity with Google and Office Suites, Microsoft
• Aptitude for prioritizing tasks with an attention to detail to ensure information accuracy
• Strong analytical and quantitative capabilities to assess and drive process improvement
• Demonstrated ability to investigate and solve complex problems
• Proven communication and diplomacy skills to work cross-functionally to influence others, drive results/change, and implement new processes & procedures
  
  

Life at ApplyBoard:

By joining our team, you have the opportunity to be part of one of the fastest-growing technology companies, not only in Canada but the world. With that, you will have many opportunities for professional growth and advancement. Work alongside a globally diverse team of more than 1,000 team members from 25+ countries , representing 30+ nationalities , and speaking 50+ languages.

Make a difference in the lives of thousands of students as they explore educational opportunities.

About ApplyBoard:

ApplyBoard empowers students around the world to access the best education by simplifying the study abroad search, application, and acceptance process to more than 1,500 institutions across Canada, Australia, the United States, and the United Kingdom. ApplyBoard, headquartered in Kitchener, Ontario, Canada, has helped more than 200,000 students from more than 125 countries along their educational journeys since 2015.

ApplyBoard was named the fastest-growing technology company in Canada by Deloitte, ranking #1 on the Technology Fast 50™ list in 2019 and #2 in 2020. ApplyBoard was also been named to LinkedIn’s list of Top Startups in 2020 and TechTO’s list of top Canadian Rocketship companies to accelerate your career in the Tech Industry.

In 2021, ApplyBoard announced a C$375M Series D funding on a C$4B valuation. This funding will allow us to further invest in our technology, grow our team around the world, and serve more students on our mission to educate the world. Thank you for your interest in ApplyBoard. Please note that only qualified applicants that have been selected for an interview will be contacted.