Services

Quality Excellence Assessments

Quality assessments, call audits, and performance reviews for advising, enrollment, and financial aid, with feedback the team can use.

Campus Operations

01

What is assessed

Reviews check whether advising, enrollment, and financial aid conversations meet policy, regulation, and the institution’s service standard.

  • Call audits for advising, enrollment, and financial aid
  • Compliance with federal and institutional financial aid rules
  • Enrollment conversations about programs, tuition, and aid eligibility

02

Call review

Each audited call is scored for accuracy, tone, and whether the information was allowed to be given.

  • Accuracy, professionalism, and policy adherence
  • Clear, correct, and compliant information
  • Miscommunication, misinformation, and procedural errors
  • Data security and privacy on the call, including FERPA

03

Structured feedback

Advisors get notes they can act on, covering both the answer and how it was delivered.

  • Feedback on technical accuracy and communication
  • Empathy, listening, conflict resolution, and tone
  • Responsiveness, clarity, and problem-solving
  • Coaching for complex questions and difficult conversations

04

Training that follows the audit

Patterns in the audits become the next training, not a one-time score.

  • Recurring gaps in knowledge, skill, or compliance
  • Training on financial aid policy, enrollment practice, and service
  • Workshops, refreshers, and role-play with the training team
  • Progress tracking, with strengths called out alongside the gaps

Talk through how this would work on your campus.

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