Senior Student Relations Specialist: Quality & Compliance Gauteng

Emeris, Pretoria National Office has a vacancy for a Senior Student Relations Specialist: Quality & Compliance. 

Strategic Alignment of Customer Service

Reviews and monitors all Emeris Assist queries across multiple channels to ensure adherence to Emeris service level agreements. Evaluates analytics dashboards to identify query trends and proactively implement strategies and interventions across departments to improve customer service and experience. Reviews and evaluates the timeous distribution and dissemination of Assist queries to campuses and agents accordingly. Analyse, track, and provide recommendations on agents’ capacity and responsibilities across Assist, based on both qualitative and quantitative outcomes. Identifies and implements collaborative work flows across various departments to ensure student queries are dealt with fairly and efficiently. Identifies trends and backlogs on Emeris Assist across multi- departmental categories and collaborates with departmental supervisors/ managers to optimise service delivery and reduce customer effort score.

Operational Support

Collaborates with various departments to thoroughly understand products, policies and procedures across all student touchpoints to ensure students receive accurate guidance.  Provides training on products, policies and procedures as it relates to Emeris Assist and student query resolution. Implements interventions to ensure smooth operation of service delivery via Emeris Assist. Collaborates with various departments and stakeholders on complex queries. Ensures student support and service interventions uphold the Institution's commitment to equality, diversity and inclusion. Supports as a service desk agent during peak periods.

Quality assurance and compliance

Manage enhanced student query feedback and resolution against institutional policies, procedures, regulatory compliance and frameworks across multi-disciplinary portfolios. Provides guidance, expertise, and management on matters related to applicable policies, student rights and responsibilities, the process of adjudication, disputes and institutional precedence. Records and maintains institutional precedence protocols and audits as it relates to Emeris Assist approvals and appeals. Reviews and actions remedies for improvement across department and system functionality as it relates to user experience. Conduct routine internal audits to ensure consistent, accurate and high-standard responses to students. Identifies and manages root causes of non-compliance and coordinate preventative actions across multiple departments. Investigates and resolves escalated student queries and complaints. Collaborates with various stakeholders, establish quality-assurance standards and service-level objectives for the response to and resolution of student queries and requests. Develop and maintain response templates and scripts on Emeris Assist against institutional policies, procedures and regulatory frameworks.

Advanced interpersonal and communications skills                                                              Computer proficiency                                                                                                 Planning & time management skills                                                                          Results driven and able to handle pressure                                                                            Professionalism                                                                                                          Empathy                                                                                                          Customer service driven/focused                                                                                           Advanced administrative and organisational skills   

Minimum of an Advanced Diploma or Degree (NQF Level 7), Postgraduate Diploma / Bachelor Honours Degree (NQF Level 8) advantageous.

Minimum of 4 years of administrative and customer service experience, 4 years of operational management/project management experience, and 4 years of Higher Education Quality Assurance relating to compliance and institutional precedence.