Service Quality Evaluator

US-NJ-North Brunswick
Job ID
Adtalem Shared Operations
Employment Type
Regular Full-Time
FLSA Status

Opportunity at a Glance

The primary purpose of this role is to assess the effectiveness, customer service, accuracy, and compliance of covered and uncovered colleagues’ student interactions and/or processing of students’ accounts. Evaluations will be based on communication with students through formal observations; call review and/or account audit as well as file and written reviews. The SQEs will prepare documentation related to the observation and provide recommendations for quality and process improvements for their assigned institution and specific function.


  • Conduct thorough observation of assigned colleagues/accounts and file reviews, projects, monitored phone calls, and written communications for a specific school and/or job function for effectiveness, customer service, accuracy and compliance
  • Provide feedback to leaders and colleagues via written observation form and verbal coaching (feedback can vary depending on with the needs of institution and function)
  • Report,  track and communicate observation trends, training opportunities and compliance concerns in assigned systems
  • May perform audit on select functional and/or institutional leaders on observations, delivery and quality. Work closely with internal and external audit teams on audit process, outcomes and successful implementation of corrective action plans.
  • Perform file audits specifically for federal and institutional Title IV and Registrar functional teams and individual colleagues through the monthly operations workflow
  • Recommend and maintain call library for training purposes, as needed
  • Demonstrate expertise and remain up to date on all institution and functional processes, rating criteria and knowledge
  • Completes other duties as assigned


Critical features of this job are described under Essential Duties and Responsibilities. They may be, however, subject to change at any time due to reasonable accommodation or other reasons.

  • Bachelor’s degree required
  • At least two years of applicable experience within the organization or equivalent functional experience from another higher educational institution
  • Proven ability to meet/exceed expectations on most recent performance evaluation
  • Must have knowledge of federal and state financial aid rules and regulations
  • Prior experience coaching colleagues and/or conducting observation feedback required
  • Ability to exercise active listening and sound judgement
  • Strong verbal and written communication skills
  • Strong persistence, ability to perform repetitive tasks
  • Ability to multitask and juggle several projects at once
  • PC skills in Microsoft office, database and internet applications required
  • High level of interpersonal and communication skills, ability to work independently as well as function as part of a team


We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Thank you for applying for this outstanding opportunity today.

Who We Are

Founded in 1978, Ross University School of Medicine (RUSM) has more than 11,000 alumni who are practicing in all 50 U.S. states, Canada, and beyond. The mission of Ross University School of Medicine is to prepare highly dedicated students to become effective, successful physicians. We do this by focusing on imparting the knowledge, skills, and values required for our students to establish a successful and satisfying career as a physician.


RUSM students begin their journey to become physicians on the school’s campus in Dominica, located in the West Indies. Students complete a rigorous basic science curriculum, supported by cutting-edge instructional technology, including an anatomy and medical imaging laboratory and a simulation center where students begin to develop clinical skills. Students then complete their medical education by taking core and elective clinical rotations in U.S., Canada, and UK.


In 2013, RUSM achieved a first-time pass rate of 97 percent on USMLE, which is on par with the rate achieved by US and Canadian schools, and above the rate achieved by osteopathic schools (94 percent) and international schools (79 percent).In 2014, RUSM graduates earned more than 800 residency positions; the largest number for any medical school in the world.




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