Kaplan Test Prep and Admissions, a division of Kaplan, Inc., is a premier provider of educational and career services for individuals, schools and businesses. Established in 1938, Kaplan is far and away the world leader in the test prep industry and has served well over 4 million students. With 4,000 classroom locations worldwide, a comprehensive menu of online offerings and a complete array of books and software, Kaplan offers preparation for more than 80 standardized tests, including entrance exams for secondary school, college and graduate school, as well as English language and professional licensing exams. Kaplan also provides private tutoring and college and graduate admissions consulting services. Kaplan Test Prep and Admissions is a division of Kaplan, Inc., a subsidiary of The Washington Post Company (NYSE: WPO).

Kaplan offers full and part time career opportunities worldwide in addition to part time teaching, coaching and tutoring opportunities. Career opportunities include marketing, information technology, administration, human resources, curriculum development, teaching, communications, graphic design, web technology development and more. For more information, please click on one of our job search engines.

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
  

• 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
  

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