The Tutor Performance Policy
Written by Daphne Lim - Updated
The KIS Academics Platform markets itself to potential customers as offering a high quality, premium service. Thus, it is important that we have some quality-control measures within KIS Academics. Tutors who perform poorly based on 2 key areas will be subjected to a Performance Review.
Demerit Points
KIS tutors will be given a demerit point by the administrative team for unprofessional behaviour. These will be based on the following criteria:
| Failure to respond to a text message sent by the KIS Academics administrative team within 3 days | 1 demerit point |
| A reasonable complaint made by a customer regarding unprofessional behaviour by a tutor. | 2 demerit points |
Allocation of demerit points in response to a customer complaint regarding professionalism will be at the discretion of the KIS Academics administrative team. We believe these to be fair criteria based on a few reasons:
- While it is understandable to overlook an email, KIS Academics' customer service team will often send text messages over the course of 3 days in order to reach out to a tutor. We believe this to be a reasonable effort. Obvious exceptions include when a tutor has informed us they will not be available due to holiday, sickness, injury, etc.
- Customers have only complained about a tutor to the KIS Academics administrative team after repeated offences by a tutor indicating a pattern of unprofessional behaviour, such as:
- Not responding to customer's messages in a timely manner (respond to new requests within 24 hours)
- Not being punctual when attending lessons
- Late cancellations of lessons
- Regularly moving or cancelling lessons
Demerit points will not be allocated for complaints by parents about teaching style, poor personality matches between tutor and student, poor results despite tutoring, or any scenario that is out of the tutor's control.
Once a total of 5 demerit points have been reached, a tutor will have their performance reviewed by the KIS Academics administrative team. Historically, less than 0.5% of tutors hired by KIS Academics have ever met the criteria for suspension based on Demerits.
If we update this criteria, we will use reasonable endeavours to provide you with notice of update.
Customer Engagement
KIS tutors will have their performance reviewed by the KIS administrative team if they are repeatedly unable to engage with customers to begin lessons. A tutor's performance will be reviewed if:
- They have received less than 5 unique tutoring requests while on the KIS Academics Platform.
- They have completed less than 5 tutoring lessons while on the KIS Academics Platform.
Please note, other factors such as why these pairings didn't go forward, how long the tutor has been on the KIS Platform and when their tutoring requests came through will always be considered during performance review.
If we update this criteria, we will use reasonable endeavours to provide you with notice of update.
Performance Review
Performance review will encompass the KIS Academics administrative team reviewing a tutor's history with KIS Academics across all pairings, all lessons, reviews, job board tasks, etc.
Performance review does not guarantee suspension. In most cases, KIS will support tutors to improve their profiles, engage with new customers better and improve their ability to conduct study skills consultations.
If a tutor is overall deemed to have acted in a repeatedly unprofessional way towards customers and KIS administrative team members, they may be suspended from the KIS platform.
Expectations of Tutors
The most important thing to do is to communicate, and respond to customers and KIS team quickly. You can read more here:
If you have any questions, feel free to send a message to #help on Slack, or send an email to contact@kisacademics.com.
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