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!

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

• 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.