Job Title

Vandey provides outsourced instructional services to institutions of higher education and is seeking a candidate to work for Vandey to serve in a full-time role as a Knowledge Management & Quality Team Manager with the University of the People. INTRODUCTION: University of the People (UoPeople ) is the first non-profit, tuition-free, American, accredited, 100% online university. Today, UoPeople has over 152,000 students enrolled from more than 200 countries and territories, including 18,800 students who are refugees. Currently UoPeople is accredited by the DEAC and WASC accreditation. We believe that higher education is a basic human right and that it can transform not only the lives of students, but also their families' lives, their communities, their nations, and, by extension, the world. See President Reshef’s TED talk when he announced the founding of the University.( TED talk ) UoPeople is an innovative university, and we welcome team members who bring creativity and innovation to their roles. We’re a fast-paced organization with remote teams all around the globe. If you’re a self-starter who wants to succeed alongside a passionate team, we’d love to hear from you! UoPeople is supported by the generosity of individuals and foundations, including the Gates, Hewlett, Ford Foundations, Foundation Hoffmann, and others. The University has been covered by the New York Times, BBC, NPR, Times Higher Education, US News and World Report, and more. President Reshef’s TED Talk and Nas Daily interview about the University have 30 million views combined. REPORTS TO : Sr. Manager for Program Advising OVERVIEW: The Knowledge Management & Quality Team Manager is responsible for ensuring the accuracy, accessibility, and continuous improvement of knowledge resources while maintaining high-quality advising standards. Additionally, this role leads training initiatives to enhance the skills, consistency, and effectiveness of program advisors. The manager will drive knowledge-sharing, implement quality assurance measures, and develop comprehensive training programs to improve the overall student advising experience. ESSENTIAL FUNCTIONS/RESPONSIBILITIES: Knowledge Management: Develop, maintain, and continuously update the internal knowledge base, ensuring policies, FAQs, and guidelines are accurate and accessible. Collaborate with different stakeholders to ensure up-to-date information is available for the team. Monitor knowledge resource usage, identify gaps, and implement improvements. Quality Assurance: Ensure regular checks of student interactions (emails, and chats) to assess adherence to advising standards and institutional policies. Implement preventive and corrective actions where necessary based on quality assessments. Regularly assess and improve quality assurance (QA) framework to ensure advisors provide accurate, effective, and student-centered guidance. Training: Lead the training program for new and existing team members. Conduct ongoing learning sessions, workshops, and refresher training to address knowledge gaps. Organize onboarding sessions for new hires and ensure the effectiveness of foundation training. Continuously enhance training content. Performance Analysis & Continuous Improvement: Track and analyze quality scores, training effectiveness, and knowledge base utilization to identify trends and improvement opportunities. Generate reports on advisor performance, quality benchmarks, and training impact, providing insights and recommendations for leadership. Continuously enhance training content and quality control processes based on feedback and data-driven insights. KEY COMPETENCIES Ability to derive actionable insights from data. Experience in team development Tech-savvy – comfortable working in an online environment Self-discipline – ability to work in hybrid mode as part of an international team Exceptional listening and analytical skills. Ability to effectively manage conflict Detail-oriented focus required for a fast-paced environment. REQUIREMENTS: Minimum education required: Bachelor’s degree Fluent English level 3+ years of experience in knowledge management, quality assurance, and training, with at least 2 years in a people management role. Strong understanding of learning methodologies, and quality control frameworks. Excellent analytical and problem-solving skills with a data-driven approach to decision-making. Strong facilitation, coaching, and stakeholder management abilities. Exceptional communication skills, with the ability to engage and train diverse teams.