operations administrationenrolment queriessla adherencestudent supportticketing systems
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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