Astria learning Limited
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:
1. Maintain a world class customer service experience that is deserving, genuine and engaging.
2. 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.
3. 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:
1. Be instrumental in upholding the companies service level agreement outcomes on support response time
2. Optimize our resources through strategic planning
3. Onboard every student as if its our first
4. Advocate for the financial well-being of the accounts we serve
5. 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 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
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Education Environment Experience
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Call Center Experience is required
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CRM is a must
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Bachelor’s degree required
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Good communication skills