Senior Student Relations Specialist: Quality & Compliance

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

Duties and Responsibilities

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.

Competencies / Skills required

• 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 Qualification Requirement

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

Minimum Work Experience Requirement

• 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.