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:

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.

Job requisition ID : 31015