"Lead, Quality and Service Assurance"

NUS-ISS is seeking a passionate and detail-oriented professional to join our team as a Service Quality & Customer Analytics Specialist. In this role, you will play a key part in monitoring learning quality, managing customer feedback, and driving continuous improvement through data-driven insights. If you thrive in a fast-paced environment and have a growth mindset, we want to hear from you!

Key Responsibilities:

1. Monitoring and Evaluating Learning Quality

• Track and analyze survey feedback to identify trends, recurring issues, and improvement opportunities.
• Provide actionable insights on learner experience and learning impact to support program reviews.
• Engage with learners and alumni to understand evolving needs and expectations.
• Benchmark against leading institutions to maintain quality excellence.

2. Customer Feedback Management

• Manage customer complaints professionally, ensuring timely resolution.
• Collaborate with faculty and process owners to implement corrective and preventive actions.
• Strengthen feedback channels and promote a culture of proactive feedback gathering.

3. Quality Assurance and Standards

• Develop and enforce service standards and quality frameworks for academic and administrative delivery.
• Produce reports and dashboards to track course satisfaction and service performance.
• Support initiatives to enhance operational efficiency and uplift learner experience.
• Establish systematic processes for managing Intellectual Property (IP) related to course materials and digital assets.

Qualifications

• A good Bachelor’s degree.
• At least 5 years of relevant experience in service quality, customer analytics, and quality assurance.
• Proficiency in survey analysis tools, data visualization, and report preparation.
• Strong analytical and problem-solving skills.
• Excellent stakeholder management and communication skills.
• Customer-centric mindset with a focus on continuous improvement.
• Detail-oriented, proactive, and able to manage multiple priorities effectively.
• Ability to work independently in a fast-paced environment.