Interview scorecard template

Student Support Agent interview scorecard

Evaluate Student Support Agent candidates across 4 weighted areas: execution and reliability, improving the process, judgement and autonomy, and communication. Execution and reliability leads at 35%, so check daily volume handled: tickets closed in Zendesk or Freshdesk, live chat concurrency, inbound call counts, first response times, and how they held CSAT during. Use the rubric to compare role-specific evidence consistently.

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operations administrationenrolment queriessla adherencestudent supportticketing systems
TL;DR
For execution and reliability, look for evidence the candidate quotes real numbers: 60 plus tickets daily, 90 percent first response under two hours, CSAT above 4.6 through intake surge. For improving the process, look for evidence the candidate names a specific fix, such as rewritten refund macros or a self serve article, and the drop in repeat contacts it produced. Apply the written 1–5 anchors to every answer, record the evidence behind each rating, and use the factor weights to reach a consistent overall assessment.
Complete evaluation framework

What to assess and how to score it

Review the evidence signals before interviewing. Then use the anchored descriptions—not instinct alone—to choose the score that best matches each answer.

01
Evaluation factor

Execution and reliability

35% weight

Check daily volume handled: tickets closed in Zendesk or Freshdesk, live chat concurrency, inbound call counts, first response times, and how they held CSAT during enrolment peaks.

Evidence to listen for

  • Describes a workload they owned and how they kept it from slipping
  • Names the tools and systems they ran day to day
  • Can talk about volume: tickets, inboxes, orders, uptime
  • Nothing quietly falls through when they are busy

Five-point scoring guide

1
Poor

Cannot describe their own workload; things slip without them noticing.

2
Needs Improvement

Handles routine volume; drops work under pressure.

3
Satisfactory

Reliable on steady-state work; struggles when volume spikes.

4
Very Good

Consistently reliable at real volume with a system for staying on top.

5
Excellent

Quotes real numbers: 60 plus tickets daily, 90 percent first response under two hours, CSAT above 4.6 through intake surge.

02
Evaluation factor

Improving the process

25% weight

Probe what they changed: macro libraries, help centre articles, escalation trees to registrars or finance, or FAQ deflection that cut repeat questions about deadlines and fee plans.

Evidence to listen for

  • Has changed a process rather than only following one
  • Can name what was slow or error-prone and what they did about it
  • Documents so the improvement survives them
  • Knows when a process is worth automating and when it is not

Five-point scoring guide

1
Poor

Follows instructions only; no sense that process can change.

2
Needs Improvement

Notices problems but escalates rather than solving.

3
Satisfactory

Makes small improvements; impact is local and undocumented.

4
Very Good

Has redesigned a real process with measurable effect.

5
Excellent

Names a specific fix, such as rewritten refund macros or a self serve article, and the drop in repeat contacts it produced.

03
Evaluation factor

Judgement and autonomy

25% weight

Test judgement on edge cases: a student threatening chargeback, a deferral request past census date, suspected academic distress, or GDPR/FERPA limits on discussing records with a parent.

Evidence to listen for

  • Knows what to decide alone and what to escalate
  • Handles an exception without freezing or improvising recklessly
  • Protects confidentiality and access appropriately
  • Asks a clarifying question rather than guessing on something costly

Five-point scoring guide

1
Poor

Either escalates everything or acts recklessly on their own.

2
Needs Improvement

Needs frequent direction; uneasy with exceptions.

3
Satisfactory

Sound judgement on familiar decisions.

4
Very Good

Clear sense of their own authority; handles exceptions well.

5
Excellent

Draws clear lines on data disclosure and refunds, escalates welfare concerns fast, and resolves routine exceptions without waiting for a manager.

04
Evaluation factor

Communication

15% weight

Assess written tone across channels: chat, email, and CRM notes. Look for plain explanations of tuition instalments, visa letter timelines, or LMS access issues to anxious first year students.

Evidence to listen for

  • Writes clearly enough that people act without a follow-up
  • Manages expectations before a deadline slips, not after
  • Handles a frustrated colleague or customer calmly
  • Works across time zones or async where the role needs it

Five-point scoring guide

1
Poor

Unclear written communication; goes quiet when things slip.

2
Needs Improvement

Communication needs chasing; raises problems late.

3
Satisfactory

Clear enough day to day; proactive updates are inconsistent.

4
Very Good

Clear, proactive, and calm under pressure.

5
Excellent

Writes calm, jargon free replies, confirms next steps and dates, and leaves handover notes a colleague can act on immediately.

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