Job Description
Job Description
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- 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.
- 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.
- 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.
Job requisition ID : 31015
