Quality and Training Manager - Recruitment Services

Quality and Training Manager- Recruitment Services

Location:

This position is based in Norman, OK with hybrid work options. Local candidates to Norman and Oklahoma City, preferred.

Shape the Future of Online Learning with OU Education Services:

OU Education Services (OUES) is a nonprofit corporation established to manage and expand online learning for the University of Oklahoma System. As a growing education technology organization, we are dedicated to delivering innovative solutions that enhance learning outcomes, improve student experiences, and support the university's mission of providing high-quality education to learners everywhere.

At OUES, we prioritize collaboration and provide opportunities for our teams to work closely to deliver meaningful, impactful results. We are a talent focused organization and encourage applicants from all regions, we have a preference for candidates who are in or open to relocating to the Oklahoma City metro area. Being part of our vibrant community fosters richer collaboration and a stronger alignment with OU and the OUES mission.

Job Summary:

The Quality and Training Manager will oversee the development and implementation of quality assurance processes and training programs for student support services including recruitment services. This role combines strategic oversight and hands-on management to design and implement quality assurance frameworks and training programs that align with organizational goals and meet the diverse needs of students.

The manager will oversee the development of systems to monitor, evaluate, and enhance recruitment processes, ensuring compliance with institutional policies and regulatory requirements. They will work collaboratively with recruitment teams to identify performance gaps, streamline operations, and foster a culture of continuous improvement.

By combining expertise in quality management, training design, and leadership, this role is instrumental in shaping a high-performing, motivated recruitment team committed to achieving enrollment targets and enhancing the institution's reputation.

Key Responsibilities:

Quality Assurance:

• Develop, implement, and maintain quality assurance frameworks for student recruitment services.
• Monitor and evaluate recruitment activities to ensure adherence to performance standards, organizational policies, and regulatory requirements.
• Conduct regular audits and reviews of recruitment processes to identify areas for improvement.
• Collect and analyze data to measure service effectiveness and suggest actionable improvements.

Training and Development:

• Design, develop, and deliver training programs for recruitment teams to enhance skills, knowledge, and performance.
• Identify training needs through performance evaluations, team feedback, and process audits.
• Create and maintain training materials, including guides and workshops
• Provide onboarding training for new staff and continuous learning opportunities for existing team members.

Performance Management:

• Set performance benchmarks and KPIs for recruitment staff in collaboration with leadership.
• Work closely with team leads to monitor individual and team performance.
• Implement coaching and mentoring programs to improve staff performance and engagement.

Compliance and Reporting:

• Ensure recruitment practices comply with relevant laws, regulations, and institutional policies.
• Prepare and present quality and performance reports to senior management.
• Stay updated on industry trends and best practices to recommend process and training enhancements

Qualifications:

• Bachelor's degree in education, business administration, or a related field (Master's preferred).
• Proven experience in quality assurance, training, or management roles, preferably in student recruitment or higher education.
• Strong understanding of student recruitment processes and customer service principles.
• Exceptional communication, leadership, and problem-solving skills.
• Proficiency in data analysis and reporting tools.
• Ability to design and implement engaging training programs.
• Knowledge of compliance standards and best practices in the education sector.

• Strong interpersonal skills, team oriented and proactive
• Strong attention to detail
• Experience with Customer Relationship Management (CRM) systems preferred.

Benefits Include:

• Competitive salary & benefits package
• 401K plan
• Unlimited PTO policy
• Hybrid Work Policy
• Community giving/volunteer program
• Wellness reimbursement
Professional development and career growth opportunities

EEOC Statement:

OU Education Service provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.