MAINTAINING YOUR REPRESENTATIVE STATUS RESPONSIBILITIES
QAHE consistently monitors representatives for quality and performance by using KPI’s to ensure students are being provided accurate information which is delivered professionally, ethically and with integrity at all times.
The benchmarks set are based on averages for the given intake, however all assessments will be determined using a 20% variance and allowing judgements to be made against the performance of other representatives within the same category i.e. size, location, number of applications. In addition to any reviews conducted, every representative will be subject to a formal annual review of their performance and contract, including background checks where required.
Non-Compliance
Where the monitoring of Agents indicates a deficiency or non-compliance with best practice, KPI’s, standards set by the British Council or the representative guide, further training and/or the provision of additional information in relation to the expectations of QAHE and its university partners will be provided, depending on the deficiency or non-compliance and the number of breaches.
QAHE will take immediate corrective and preventive action if it becomes aware of an Agent being negligent, careless or incompetent or being engaged in false, misleading or unethical advertising and recruitment practices, including practices that could harm the integrity of QAHE and its university partners.
QAHE will not deal with an Agent who engages in unethical behaviour.