Job Description

About QS

QS is the world\'s leading provider of services, analytics, insights, and intelligence to the global higher education sector - supporting university excellence across the world. Our student recruitment and enrolment solutions enable universities and business schools to connect with talented individuals seeking to further their academic progress and career development. Our portfolio of professional services includes consultancy, student mobility and academic partnerships management, and branding solutions. We publish highly visible and influential rankings of international universities, including the QS World University Rankings\xc2\xae which reaches a global audience of hundreds of millions of people.

Founded in 1990, our activities span across 50 countries, working with over 2000 of the world\'s leading higher education institutions and over 12,000 employers.

Headquartered in London, QS has over 700 employees globally with offices in 14 different countries, including Australia, Malaysia, India, Romania, Singapore, France, Germany, and the USA. QS keeps growing organically, through acquisition and by recruiting top talent across key regions.

Responsibilities:

• Operations

\xe2\x9c\x93 Provide effective communication at enquiry and offer stage where you are required to connect with, engage,

support, and ultimately convert prospective students.

\xe2\x9c\x93 Work as part of a team to plan, coordinate and deliver effective inbound or outbound

campaigns that meet quality goals and client objectives.

\xe2\x9c\x93 Effectively manage work queues to meet expected response time and quality goals.

\xe2\x9c\x93 Ensure that company protocols and service level agreements are adhered to.

\xe2\x9c\x93 Adhere to Client Protocols and best practices to ensure enquiries are promptly, professionally,

and effectively always responded to

\xe2\x9c\x93 Manage all communication channels effectively including phone, email, social media channels

and others, while focusing on high quality customer service and conversion.

• Quality

\xe2\x9c\x93 Ensure that data capture and reporting requirements are completed effectively

\xe2\x9c\x93 Meet quality and compliance daily. You are required to receive at least 90% pass on quality assurance check each month.

• Key Performance Indicators

\xe2\x9c\x93 Each team member must meet an average target of work each day. There are minimum targets for all types of tasks.

\xe2\x9c\x93 Meet quality and compliance daily. You are required to receive at least 90% pass on quality assurance check each month.

\xe2\x9c\x93 You must ensure an average customer service response of 5/6

\xe2\x9c\x93 Ensuring that you are handling calls within 30 second queue times and hold times are no longer than 60 seconds. Wrap up time for phone calls must be no more than 3 minutes and you are expected to handle anywhere from 20-60 inbound phone calls in a day.

\xe2\x9c\x93 Responding to emails within a 2-business day turn around time with accurate information, meeting data entry requirements

\xe2\x9c\x93 Meet quality and compliance daily. You are required to receive at least 90% pass on quality assurance check each month.

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