Manager, Service Excellence & Quality

Job Summary

Role: Manager, Service Excellence Quality (Internal Applications Only)

Location: Bangalore

Job type: Full time, Permanent

This position offers a hybrid work model, allowing flexibility between working from home and our office. Employees are expected to work 2 days in the office per week.

Role overview

The Manager, Service Excellence and Quality is responsible for ensuring that the Student Success AI-powered quality assessments, quality standards, communication channels, best-practice frameworks, and advisor enablement programmes operate effectively and consistently across the global Student Success operation.

This role represents the evolution of the traditional Quality Assurance function.

Historically, Quality Assurance focused on manually reviewing a small sample of student interactions and providing retrospective feedback. As Student Success continues to scale and technology capabilities evolve, the function must shift from manual assessment towards AI-enabled quality monitoring, rapid insight generation, proactive training, and continuous operational optimisation.

The Manager, Service Excellence and Quality will act as the global owner of the Student Success quality ecosystem, ensuring that quality is measured consistently, insights are rapidly translated into action, communication channels operate effectively, and advisors are equipped with the tools, knowledge, and best-practice guidance required to deliver exceptional student experiences.

This role is both operational and strategic in nature. It combines AI governance, operational audit, quality assurance, channel health monitoring, HubSpot optimisation, training design, and continuous improvement into a single global capability that supports Associate Directors, Managers Student Success, Team Leaders, and Student Enrolment Advisors.

Role responsibilities

• Ensure AI-powered quality assessment model operates effectively across all Student Success portals at all times.
• Create updated quality related benchmarks
• Extract, review and analyse results, drawing insights and conclusions for internal leadership consumption
• Increase transparency and visibility of quality outcomes to internal stakeholders through creation and delivery of reports
• Enable Team Leaders to review and conduct follow-up with advisors and account teams for broad-scale issues
• Improve quality results at the individual advisor level as well as at an account level, team level, service location level and global team level
• Drive the Student Success function to achieve quality related KPIs
• Reduce dependence on manual quality assessment, manual delivery of results to advisors and manual reporting on outcomes
• Conduct regular reviews of the quality assessment approaches, drawing and using inspiration from outside of QS
• Accelerate coaching and quality improvement cycles to ensure advisors receive feedback on a daily basis
• Maintain oversight and conduct audits checks on Student Success communication channels and establish alert mechanisms to advise owners
• Define, document, and promote global best practice, in order to deliver improvements to quality
• Conduct coaching, training and feedback sessions at a regularly defined cadence
• Optimise advisor resources and assets within HubSpot to enable improvements to QA
• Identify quality and channel related issues before they impact students or clients.
• Improve consistency, service excellence, compliance, and student outcomes across the global operation

Key skills and experience

1. AI Quality Operations Governance

Own the operational management, governance, and optimisation of the AI-powered quality assessment framework and model.

The quality assessment strategy has been established. The role is responsible for ensuring its successful implementation, maintenance, effectiveness, and continuous improvement across all Student Success portals.

2. Communication Channel Audit Operational Assurance

Act as the global owner for auditing the effectiveness and operational health of Student Success communication channels.

This responsibility ensures that student enquiries are successfully received, routed, tracked, and actioned across all communication channels.

Responsibilities

• Audit phone, email, WhatsApp and future communication channels.
• Monitor ticket creation processes and enquiry routing workflows.
• Identify lost, delayed, duplicated, or misrouted student enquiries.
• Escalate channel risks and system failures to relevant stakeholders.
• Partner with technical and operational teams to drive resolution.
• Validate that fixes have been successfully implemented.
• Produce regular channel audit reports and recommendations.

Expected Outcomes

• AI quality assessments are trusted, reliable, and scalable.
• Quality insights are available more quickly and consistently.
• Global quality standards are applied uniformly across the operation.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.