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Customer Service Compliance Manager - New York

Kaplan Test Prep and Admissions

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Job Snapshot

Location:

New York, NY 10018

Employee Type:

Full-Time

Industry:

Education - Teaching - Administration

Manages Others:

Yes

Job Type:

Education
Information Technology
QA - Quality Control

Education:

4 Year Degree

Experience:

At least 3 year(s)

Relocation Covered:

Post Date:

11/6/2009

Contact Information

Ref ID:

10610BR

Description Kaplan Test Prep & Admissions is seeking a Customer Service Compliance Manager who will be responsible for ensuring excellent customer service for our students nationwide. In this role you will closely monitor/oversee student-teacher communication, track trends, customer service metrics, and run standard/ad hoc reports to ensure timely and quality customer service for our students.

Responsibilities:

Track and monitor student-teacher communication to ensure quality and timely follow up from our instructors
Flag and follow up with non-compliant instructors and escalate issues/concerns as needed to the National Academics Team or local line manager
Track trends and actively troubleshoot
Run standard/ad hoc reports, SQL queries, basic statistical analysis to drive business decisions

Requirements:

BA/BS required
Knowledge of SQL server and experience building SQL queries to mine relevant data
Ability to interpret data
Excellent interpersonal skills
Excellent organizational skills and attention to detail
Strong written and verbal communication skills

Measurements:

Customer service metrics
Internal system metrics (Applicant Tracking System, Kaplan Business Systems)

Requirements please see job description

Full time employees enjoy these outstanding benefits:

401(k) plan

Comprehensive health, dental and short term disability & long
term disability plans

Business casual dress code

Sick days, personal days, holidays, and vacation days

A friendly, team oriented environment

Kaplan Test Prep and Admissions (www.kaptest.com), a division of Kaplan, Inc., is a premier provider of educational and career services for individuals, schools and businesses. Established in 1938, Kaplan Test Prep and Admissions is the world leader in the test prep industry and has served millions of students in nearly 70 years. With 3,000 classroom locations worldwide, a comprehensive menu of online offerings and a complete array of books and software, and private tutoring options, Kaplan offers preparation for more than 60 standardized tests in the U.S. and the U.K., including entrance exams for secondary school, college and graduate school, as well as English language and professional licensing exams. Kaplan also provides college and graduate admissions consulting services, as well as after-school learning programs for K-10 students through its SCORE! centers. Additionally, the division's K12 Learning Services unit is a leading nationwide provider of a broad range of academic intervention and support programs for school districts seeking to meet the demands of No Child Left Behind (NCLB).

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