● Quality Planning: Develop comprehensive quality plans and strategies to ensure
quality goals are met.
● Defect Management: Record and track defects, ensuring they are resolved efficiently.
● Continuous Improvement: Promote a culture of quality excellence and process
improvement within the organisation.
● Quality Monitoring: Regularly evaluate support interactions to assess service quality.
● Performance Evaluation: Assess support team members performance against KPIs
● Feedback and Coaching: Provide constructive feedback and coaching to improve
● Customer Satisfaction Analysis: Analyse customer feedback to identify satisfaction
● Training and Development: Coordinate training programs to enhance team skills and
Minimum Requirement and Qualifications
Skill Set Required:
- Excellent verbal and written communication.
- Good problem solving ability, good aptitude and analytical skills
- Empathetic & Emotionally Intelligent.
- Experience in handling Process improvement processes.
- Ability to Identify training needs and take action to ensure quality service is provided to the students.
- Quick learner with good collaboration and social skills