Quality Assurance Analyst

At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility. At Boundless Learning you'll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide.

The Quality Assurance Analyst is responsible for evaluating and improving the quality of learner-facing interactions across Enrollment and Student Success teams. This role ensures compliance with global and North American education regulations, drives consistency through calibration, and delivers actionable insights that improve the overall learner experience. The Analyst will be a subject matter expert in providing top quality learner support and will provide in-depth coaching to the Enrollment and Student Success Advising teams.

This individual serves as a critical source of truth for quality performance, maintaining high standards of integrity, accuracy, and confidentiality while partnering cross-functionally to influence continuous improvement. This individual will also act as a partner to the cross functional team and academic partnerships by providing key learner insights across the lifecycle with recommendations on how to improve the learner's experience.

RESPONSIBILITIES

Specific duties and responsibilities include, but are not limited to, the following.  Other duties and responsibilities may be assigned.

• Monitoring & Risk: Evaluate learner interactions (calls/chats/emails) to ensure adherence to North American and global education regulations.
• Automated Evaluations: Audit a portion of automated observation to continuously check for accuracy on an ongoing basis
• High-Risk Escalation: Identify and escalate critical behaviors, such as self-harm or legal/risk-related concerns.
• Vendor Management: Audit outsourced teams to ensure third-party partners remain aligned with internal quality standards.
• Root Cause Analysis: Investigate trends behind learner friction, repeat contact drivers, and performance gaps.
• AI Refinement: Validate and fine-tune automated scoring models, dashboards, and keyword tracking within AI-driven QA platforms.
• Voice of the Learner (VOL): Translate interaction data into recommendations for script adjustments and process improvements.
• Agent Development: Deliver 1:1 feedback, lead quarterly workshops (empathy, de-escalation), and create personalized improvement plans for underperforming advisors.
• Calibration: Lead monthly sessions with leadership to ensure consistent scoring across all internal and external teams.
• Recognition: Curate "gold standard" libraries to highlight top performance and foster a positive quality culture.
• Journey Mapping: Use sentiment analysis to help map the student lifecycle and identify friction points.
• Cross-Functional Partnership: Work with Training, Legal, and Knowledge Management to update onboarding modules and internal resources based on emerging QA trends.

QUALIFICATIONS

• Background: 3+ years in Customer Service/Student Services, ideally within Higher Education.
• Technical Skillset: Proficiency in Observe.AI (or similar QA platforms) and a strong comfort level with AI-driven automation.
• Expertise: Deep understanding of North American education compliance
• Analytics: Strong analytical skills, including root-cause data analysis.
• Soft Skills: Exceptional influence, coaching ability, strong communication and presentation skills, and the capacity to deliver difficult feedback constructively.

Key Competencies

• Analytical Thinking: Moving beyond "scoring" to find the "why" behind the data.
• Integrity: Maintaining strict accuracy in evaluations that impact business decisions.
• Adaptability: Evolving QA frameworks as business needs and regulations shift.
• The successful candidate for this role must be able to work full-time in one of our Boundless Learning offices.