Executive, Student Services

Company description:

As Singapore's first institute for lifelong learning, the Singapore University of Social Sciences (SUSS) champions inclusivity to bring education to all and ensure that they are given equal opportunities to develop to their fullest potential in our diverse learning environment.

We advocate for the same for our people. We believe everyone should have equal opportunities and develop to their fullest potential in their careers.

Embark on an exciting lifelong journey with us in making a positive difference in your career and serving our society.

For more information on Singapore University of Social Sciences, please visit

Job description:

What You Will Be Doing

Contact Centre Vendor Management (30%)

• Develop and refine quality monitoring standards for the in-house and outsourced contact centre.
• Oversees regular quality audits for both in-house operations and outsourced contact centre performance, ensuring adherence to quality standards and KPIs.
• Coordinate and facilitate calibration sessions with internal teams and outsourced vendors to align on quality expectations.
• Review call, email, and counter interactions for accuracy, professionalism, and compliance with service protocols.
• Track and analyze quality performance metrics at team and individual levels, providing actionable insights for improvement.
• Collaborate with the outsourced vendor to maintain and update the SS Knowledge Base (KB), FAQs, and templates to ensure relevance and accuracy.

Training and Development (30%)

• Determine training needs through collaboration with in-house team leads and outsourced vendor, conducting training needs analyses, and implementing appropriate training interventions.
• Monitor and update training materials to align with current operational practices and standards.
• Conduct regular coaching sessions and administer product quizzes to enhance staff knowledge and reduce service errors.
• Oversee internal/external staff training plans, ensuring alignment with organizational goals.

Operational Support (20%)

• Assist the manager in ensuring that the contact centre (in-house and outsourced) meets operational KPIs, including response times, resolution rates, and customer satisfaction metrics.
• Identify key improvement areas by analysing quality assurance data and recommending preventive measures.
• Collaborate with internal stakeholders to investigate and resolve complex student cases, appeals, or exceptional requests escalated by the outsourced vendor via calls/emails within a reasonable timeline.
• Support walk-in counter inquiries as and when required.

Support/Lead for New Initiatives (20%)

• Collaborate on creating student initiatives to reduce information overload & ease student's decision-making pressure to enhance student experience.
• Organize and support advising activities for students.
• Support any other strategic initiatives as and when required.

Job Requirements

• Minimally 2-4 years of experience in quality assurance and contact centre operations, preferably in both in-house and outsourced environments.
• Experience in auditing and calibration processes for contact centres is an advantage.
• Bachelor's degree preferred, but extensive experience in quality and operations may substitute.
• Professional certifications in Contact Centre Operations, Quality Assurance, or Training (e.g., COPC, ACTA) are advantageous.
• Strong analytical skills with the ability to derive actionable insights from quality data.
• Excellent communication and interpersonal skills to influence and motivate stakeholders.
• Strong organizational skills and attention to detail.
• Willingness to work extended hours during peak periods.