Field & Enrollment Quality, Training & Support Specialist

Who You Are

You are passionate about helping students achieve their educational goals. You thrive in a competitive and collaborative team environment. You are comfortable working remotely and have experience collaborating with others in a virtual environment. You possess a strong attention to detail.    

The Field & Enrollment Quality, Training & Support Specialist serves as a critical member of the Organizational Development & Training team, dedicated to enhancing the effectiveness, consistency, and performance of the Field and Enrollment functions. You are responsible for designing and delivering structured onboarding programs, providing ongoing training and performance support, conducting quality assurance reviews, and driving continuous improvement initiatives that strengthen employee readiness and student experience.

Acting as a central resource for Field and Enrollment teams, the Field & Enrollment Quality, Training & Support Specialist partners closely with operational leaders to translate business needs, process changes, and performance insights into practical learning solutions, coaching, and training resources. Through data-informed quality reviews, targeted skill development, and proactive support, you help ensure employees are equipped with the knowledge, tools, and confidence needed to deliver exceptional service and achieve organizational goals.

You have an expertise in training facilitation, adult learning principles, quality assurance, coaching, and performance improvement with a strong commitment to operational excellence and continuous learning. This position plays a key role in accelerating new hire success, improving quality and compliance, standardizing best practices, and increasing organizational capacity by enabling leaders to focus on strategic performance management and team development.

Key Competencies

• Training Design & Facilitation
• New Hire Onboarding & Workforce Readiness
• Quality Assurance & Performance Improvement
• Coaching & Employee Development
• Process Documentation & Knowledge Management
• Change Management & Communication
• Data Analysis & Performance Reporting
• Customer/Student Experience Focus
• Collaboration & Relationship Building
• Operational Excellence & Continuous Improvement

Compensation

ACE is committed to paying a competitive wage while staying true to our mission of maintaining high quality, affordable programs for our students. The salary for this position is $85,000 plus all full-time employees are eligible for an annual bonus. Offers vary depending on education, prior experience, and expertise being applied to the role.

What We Look for in the Ideal Candidate

• Demonstrates self-reliance by meeting/exceeding workflow needs.
• Demonstrates positive attitude and motivation, concern for students, teamwork, and excellent time management skills.
• Follows established processes as outlined by organization and leadership.
• Completes assigned duties based on daily business needs and individual skill set.
• Consistently produces a high volume of quality work. 
• Capable, adapts as needed, to work under pressure and meet tight deadlines. 
• Proven ability to work independently with limited supervision and with other department personnel. 
• Must support and embrace the College’s Impact mission to improve the people and communities we serve through our civic engagement initiatives.  
• Must have exceptional communication, organization, and time management skills. 
• Must be "self-motivated" as well as creative and efficient in proposing solutions to complex, time-critical problems. 
• Must be collaborative in driving decisions and a team-player. 
• Strong analytical and problem-solving skills with a high attention to detail. 
• Builds and maintains student satisfaction. 
• Recognizes and anticipates student needs. 

Day to Day Responsibilities

In this role you will wear different hats, but your skills will be especially essential in the following areas: 

Onboarding & Employee Readiness

• Design, coordinate, and facilitate structured onboarding programs for Field Representatives and Enrollment Counselors.
• Develop and maintain onboarding curriculum, learning pathways, competency checklists, assessments, and 30/60/90-day development plans.
• Monitor onboarding progress and partner with leaders to ensure a successful transition from onboarding to ongoing performance.
• Evaluate onboarding effectiveness and recommend improvements to accelerate time-to-productivity.

Training & Development

• Design, develop, and deliver engaging instructor-led, virtual, and self-paced training programs for Field and Enrollment teams.
• Create and maintain training materials, job aids, quick-reference guides, process documentation, and learning resources.
• Deliver training related to new programs, products, systems, technologies, policies, and operational processes.
• Identify knowledge and skill gaps and implement targeted learning solutions to address performance needs.
• Maintain a centralized repository of training resources, best practices, scripts, FAQs, and support materials.
  
  

Quality Assurance & Performance Support

• Conduct quality assurance reviews of student-facing interactions, including calls, emails, notes, and other communications as appropriate.
• Utilize established scorecards and evaluation standards to assess performance and identify trends.
• Provide individualized coaching and feedback based on quality assurance findings and operational metrics.
• Develop and facilitate refresher training, micro-learning opportunities, and remediation plans for identified development needs.
• Analyze quality and training data to recommend process, training, and performance improvements.

Operational Support & Change Enablement

• Serve as a primary point of contact for Field and Enrollment training-related questions and support.
• Partner with operational leaders to support implementation of new processes, systems, and organizational initiatives.
• Translate complex operational changes into practical learning content and user-friendly training materials.
• Support change management efforts by reinforcing new processes, expectations, and best practices.

Collaboration & Stakeholder Partnership

• Build strong relationships with leaders across Field, Enrollment, Operations, Marketing, Information Technology, and Human Resources.
• Collaborate with subject matter experts to ensure training content reflects current policies, procedures, and business priorities.
• Provide regular updates and reporting on training participation, onboarding progress, quality trends, and improvement initiatives.
• Participate in cross-functional projects that support organizational effectiveness, employee development, and student experience initiatives.

Continuous Improvement

• Monitor emerging training, coaching, and quality assurance best practices and recommend enhancements to current programs.
• Evaluate training effectiveness through feedback, performance metrics, and quality assurance outcomes.
• Recommend and implement process improvements that increase consistency, efficiency, quality, and employee readiness.
• Support departmental goals by contributing to a culture of continuous learning, accountability, and operational excellence.

Expected Outcomes

• Increased consistency across Field and Enrollment operations.
• Improved onboarding experience and reduced time-to-productivity.
• Enhanced quality assurance scores and service excellence.
• Stronger employee knowledge, performance, and confidence.
• Increased manager capacity to focus on coaching, performance management, and strategic priorities.
• Improved student experience and enrollment outcomes.
  
  

Qualifications and Education Requirements

Required Education

• Bachelor's degree in Human Resources, Organizational Development, Business Administration, Education, Communications, Training & Development, or a related field; or an equivalent combination of education and relevant experience.

Required Experience

• Minimum of 3-5 years of experience in training, learning and development, onboarding, quality assurance, organizational development, sales enablement, or a related role.
• Direct experience in Field Recruitment, Field Sales, Enrollment Advising, Admissions, or a similar enrollment/sales-focused environment is required.
• Experience coaching, mentoring, or developing sales, enrollment, customer-facing, or field-based employees.
• Experience conducting quality assurance reviews, performance evaluations, call audits, or coaching programs.
• Experience developing training materials, job aids, process documentation, and performance support tools.
• Experience supporting organizational, process, system, or operational change initiatives.
  
  

Preferred Qualifications

• Professional certifications in training, learning and development, coaching, quality assurance, or organizational development are preferred.
• Experience with CRM systems, student information systems, contact center platforms, or enrollment technologies.
• Experience supporting quality assurance programs, scorecard development, and performance improvement initiatives.
• Previous experience in a training, enablement, coaching, team lead, or supervisory role.
• Knowledge of change management principles and employee adoption strategies.

Our Commitment to Employees

Just as we strive to empower our students for success, we also aim to enrich the lives of our employees. For 6 consecutive years, ACE was recognized as one of Indiana’s Best Places to Work, winning the #1 spot for medium-sized companies in 2020. In addition, ACE has earned national recognition, being named a USA Top Workplace in 2022, 2023 and 2024. As a virtual first organization, we celebrate diversity and are committed to creating a family-like inclusive work environment. For our full-time employees, we offer the following benefits:

• Medical, dental, & vision Insurance 
• HSA and FSA options 
• Paid parental leave 
• Paid volunteer time 
• Tuition reimbursement & reduction programs 
• Generous PTO  
• 401k and employer match 
• Full-service wellness and EAP program 
• Employee recognition and awards programs 
• Employer paid life & AD&D insurance 
• Short-term disability 
• Employer paid long-term disability 
• And more…

Physical Demands

The physical demand described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate with and receive communications from students and ACE employees in real time using online and other electronic media.

Commitment to Culture

At American College of Education, we’re all about building a one-of-a-kind, supportive community where everyone—students, faculty, and staff—can thrive. Guided by our mission and values, we focus on everything from innovative curriculum design to personalized instruction and student support to intentional planning, inclusive initiatives, and strategic resource allocation. We’re dedicated to creating an environment that celebrates freedom of expression, diversity of thought, open dialogue, and mutual respect. We believe in fostering a sense of belonging and wellness so that every member of our ACE family feels empowered, valued, and ready to reach their full potential. Together, we’re creating a vibrant, resilient, and connected learning community where everyone matters.

Additional Notes

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Employees are increasingly integrating AI into their roles, demonstrating its potential to boost efficiency, accuracy, and productivity. By utilizing AI technologies, we can streamline processes, gain valuable insights from data, and automate routine tasks, which allows employees to concentrate on more strategic and creative aspects of their work. While AI is a beneficial tool in the workplace, if its use—such as ChatGPT, Grammarly, Copy.ai, etc.—accounts for more than 50% of any work assignments or job responsibilities, it will need to be reported to a direct leader.

Internet bandwidth speeds from an employee's remote work location must be a minimum of 50Mbps download speeds and 5Mbps upload speeds. Please note if the bandwidth is shared across multiple devices (tablets, computer, streaming, phone, etc.) you will need higher overall speeds. You can test the speed of your connection by visiting speedtest.net Purchase, setup, installation, support, and ongoing maintenance of reliable internet service is the responsibility of the individual.  

American College of Education seeks to attract and retain a diverse staff consistent with its diverse student body and surrounding communities. At this time we cannot consider candidates residing in Alaska, Washington D.C., Massachusetts, South Dakota, or Alabama.

ACE is an Equal Opportunity Employer.