Manager, Service Excellence & Quality (Internal Applications Only) - Bangalore
Quacquarelli Symonds (company site, opens in a new tab)BengaluruHybridDirect career pageEst. 10–18 LPA
Posted 8h ago
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Job description
Structured overview of role & requirements
About This Role
- Own the global Student Success quality ecosystem, including implementation, governance, calibration and improvement of AI-powered quality assessments across portals.
- Audit phone, email, WhatsApp and other communication channels; identify routing or delivery failures, report risks and follow through on fixes.
- Turn quality and channel insights into global standards, HubSpot enablement resources, targeted training and measurable operational improvement.
Minimum Requirements
- Work Experience Required: Experience in Quality Assurance, Service Excellence, Student Success, Contact Centre Operations, Learning & Development, or Operational Excellence; required duration is Not explicitly mentioned in the JD.
- Internal applications only.
- Role is based in Bangalore with an expectation to work from the office 2 days per week.
Ideal Candidate Profile
- Has experience using data, quality insights and root-cause analysis to improve service performance, ideally in global or multi-regional operations.
- Can work across AI-enabled quality monitoring, CRM workflows and operational audits; HubSpot experience is preferred, not stated as mandatory.
- Can translate recurring quality trends into consistent global guidance, training interventions and capability improvements.