Careers Consulting Limited
On behalf of our Valued Client, Astria Learning Limited, we invite applications from suitably qualified and experienced candidates for the vacancy below:
About Our Client
Astria Learning Limited is a Malawian based EdTech company founded in 2023. Astria Learning believes that education should be accessible to everyone in the world. With their vision & tech expertise they partner with universities and institutions to expand their reach across borders. Astria learning helps institutions grow and thrive in the digital landscape through solutions that are specific to their requirements. They provide a seamless strategy that helps institutions become relevant in today’s digital environment where they are able to meet the needs of the evolving learners by providing them with eLearning options. Astria Learning provides the complete range for academic solutions from Software Development – Hardware Manufacturing – OPM Consultations, enabling universities and institutions to adapt to the digital age.
MISSION:
To develop products and services to improve the quality and delivery of higher education worldwide.
VISION:
To be the world’s leading provider in educational technology.
CODE OF CONDUCT:
Astria Learning Limited’s code of conduct is based on several key principles: respect, professionalism, the golden rule, trust, commitment, and teamwork. Respect involves valuing all individuals, regardless of their differences, and recognizing their contributions. Professionalism is demonstrated through ethical behavior, responsibilities and goals.
Lastly, our Client firmly believes that teamwork is everything; collaboration and mutual support are essential to achieving common objectives and fostering a harmonious and productive work Environment.
Position Details
Department : Academics
Title of Post: Academic Adviser
Immediate Supervisor : Program Manager
Job Description:
The Academic Adviser is an integral part of the Astria Learning Operation and Goals. As an Astria Learning representative shall uphold the common outcomes:
- Maintain a world class customer service experience that is deserving, genuine and engaging.
- Serve as an essential member of a large team dedicated to supporting our clients and students while they change their lives and the lives of others.
- Create value to our products and services through the experience we deliver and the spaces we co-create.
Key Tasks:
The Academic Adviser is an integral part the OPM (Retention and Academics) Team collaborating with other teams to achieve the following outcomes:
- Be instrumental in upholding the companies service level agreement outcomes on support response time
- Optimize our resources through strategic planning
- Onboard every student as if its our first
- Advocate for the financial well-being of the accounts we serve
- Coach students through their graduation path
In order to achieve this the Academic Adviser will be able to work in a team with another adviser to manage time effectively and work closely to meet the goals for the department and the company as well as the Key Performance Indicators that will be the ongoing measurement of their performance as individuals and as teams.
Training will consist of 2-3 days of the first week from the start date that will consist of getting access to the different platforms utilized, access to Online Course Training, Phone Scripts, Email templates, reports and an overall immersion to the student life cycle and the role of the academic adviser in it.
Academic Adviser KPI’s:
As an Astria Learning collaborator, our daily contributions play a vital role in achieving our organization’s larger outcomes. Each task we complete, each effort we put in, contributes to making these larger goals a Reality.
KPIs will be the main language that we want to use to assess performance, there will be categories within each KPI that will indicate if an adviser is “Outstanding”, ” Great”, “Underperforming” . The average rating has to fall within “Great” at all times. Coaching with an immediate supervisor has to happen at least once a month, therefore on time correction should always be in place before officially falling on to a warning sequence that will be triggered upon 2 consecutive months of having the same KPI in an “underperforming” status. The trigger will be an immediate written warning. (See handbook for terms and consequences).
KPIs will be seen per individual results and as average of the mini teams formed to support the key departmental outcomes.
Key Performance Indicators
- # DIALS
- # Significant contact made (more than 4 min call)
- Customer experience rating
- Follow ups scheduled
- Follow ups kept
- Follow up % (tickets)
- Call Quality score
- Collection success rate (initial billed (# of subjects) / paid (# of subjects)
- Retention rate (only assigned)
- Graduation rate TD
- Inactive average
Observable Only
- Real retention rate (count totals of accumulated withdraw)
- Planning efficiency
Qualifications and Experience/Skills
- Education Environment Experience
- Call Center Experience is a must
- Proficiency in Microsoft Excel and Word (note that candidates will be assessed on these)
- CRM is a must
- Bachelor’s degree required
- Good communication skills
Interested applicants should be aware and willing to work from Zomba.
Applications should be submitted through jobs@careersmw.com by Friday, 13th September 2024.
Careers Consulting Limited and our Client are proud equal opportunity employers and will consider every applicant regardless of non-merit factors. Canvassing is strictly prohibited and will lead to disqualification. Early application is encouraged.