Manager, Service Excellence & Quality (Internal Applications Only) - KL

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

Location: Kuala Lumpur 

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.

Why QS?

At QS, we believe that work should empower you. That’s why we foster a flexible working environment that encourages every employee to own their career whilst flourishing personally and professionally. Our commitment to people development is recognised globally: QS is a Gold-accredited Investors in People organisation, placing us among the top 28% of workplaces worldwide. Our company values underpin everything we do – we collaborate, respect and support each other.

It’s our mission to empower motivated people around the world to fulfil their potential through higher education, ensuring that everyone has access to opportunities that change lives.

Our diversity makes us stronger. By sharing our experiences, we learn from one another and achieve more together, driving progress across the sector.

At QS, you’ll be responsible for implementing real change in the international higher education landscape. You’ll take on meaningful challenges that see a positive impact across the business and the wider sector. 

We’re confident you’ll feel right at home here. QS was named as one of Newsweek’s Top 100 Most Loved Workplaces® in the UK (October 2023), recognising the respect, trust and appreciation that drive our culture every day.

The role

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 Leader’s to review and conduct follow up with advisor’s and account team’s 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 KPI’s
• Reduce dependence on manual quality assessment, manual delivery of results to advisor’s 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 advisor’s 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.

Responsibilities

• Monitor AI-generated quality assessment outputs.
• Validate scoring accuracy and consistency.
• Review assessment anomalies and exceptions.
• Understand and maintain the quality assessment logic and configuration within HubSpot.
• Liaise with Product, Operations, and technical teams to resolve defects or inconsistencies.
• Ensure AI quality assessments are operating effectively across all portals.
• Establish and document quality benchmarks and performance standards.
• Conduct ongoing calibration activities to ensure outcomes remain aligned with operational expectations.
• Produce regular reporting and insights on quality trends and AI effectiveness.
• Recommend enhancements to improve assessment quality and operational value.

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.

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

• Student enquiries are consistently received and actioned.
• Communication channels operate with minimal disruption.
• Operational risks are identified proactively.
• Team Leaders are relieved of significant channel audit administration, allowing greater focus on coaching and people leadership.

3. Global Quality Standards & Best Practice

The role will leverage AI-generated insights, operational trends, and frontline expertise to continuously refine how exceptional student service is delivered.

Responsibilities

• Partner with Managers and Team Leaders to define and maintain best-practice standards.
• Analyse quality outcomes and recurring quality themes.
• Translate findings into practical standards and guidance.
• Maintain quality documentation and governance frameworks.
• Identify examples of excellent advisor performance.
• Capture successful approaches and standardise them across teams.
• Maintain consistency of quality expectations across all regions and portfolios.
• Ensure quality frameworks evolve alongside operational changes.

Expected Outcomes

• Best practice is clearly defined and consistently applied.
• Advisors have a clear understanding of quality expectations.
• Service quality becomes more consistent globally.
• Operational excellence is easier to replicate across teams.

4.HubSpot Knowledge, Asset & Enablement Optimisation

Own the continuous improvement of Student Success enablement assets within HubSpot.

Responsibilities

• Review and Student Success assets against expectations of quality and provide insights to leaders
• Assess effectiveness of AI assistants and guidance tools.
• Maintain advisor knowledge resources.
• Support adoption of AI-enabled tools and resources.
• Drive standardisation of advisor guidance materials globally.

Expected Outcomes

• Advisors have access to accurate, relevant, and effective resources.
• Improved utilisation of HubSpot enablement functionality.

5. Coaching, Training & Capability Development

Transform quality insights into meaningful capability improvement across the Student Success team.

This role is responsible for organisational capability development rather than individual employee performance management.

Responsibilities

• Analyse quality trends and recurring themes.
• Identify widespread capability gaps.
• Design and deliver targeted learning interventions.
• Develop quality-related training materials and resources.
• Facilitate workshops and training sessions.
• Create micro-learning initiatives driven by quality findings.
• Partner with Team Leaders on emerging trends requiring intervention.
• Measure training effectiveness and impact.
• Maintain quality learning resources and development pathways.
• Support onboarding and continuous advisor development.

Expected Outcomes

• Quality issues are resolved more rapidly.
• Learning interventions are driven by real operational evidence.
• Capability improves at an organisational level.
• Coaching becomes more proactive and targeted.

Key Success Measures

Quality Operations

• Effective implementation of AI quality assessment model across all designated portals.
• Creation of quality benchmarks
• Reduced reliance on overall manual effort related to delivering the outcomes related to quality
• Support change management

Operational Assurance

• Completion of Channel Testing on time, every time
• Improved channel reliability and visibility of outcomes.
• Faster identification and resolution of operational issues.

Enablement & Best Practice

• Support with the improved adoption of Student Success assets
• Establishment of clearly documented global best-practice standards.

Capability Development

• Reduction in recurring quality issues.
• Improvements to prior week/month/quarterly quality outcomes
• Creation of a quarterly learning and development plan

Key skills and experience

• Experience in Quality Assurance, Service Excellence, Student Success, Contact Centre Operations, Learning & Development, or Operational Excellence.
• Experience using data and insights to drive performance improvement.
• Experience facilitating coaching, training, or capability programmes.
• Experience working with CRM platforms, preferably HubSpot.
• Experience operating within global or multi-regional teams
• Quality Assurance methodologies.
• Service excellence frameworks.
• Process auditing and root-cause analysis.
• Training design and delivery.
• Stakeholder management.
• Excellent written and verbal communication skills.

Behaviours

• Continuous improvement mindset.
• Strong attention to detail.
• Influential and collaborative.
• Data-informed decision maker.

So, who are we and what do we do?

QS is the world leader in higher education services, analytics, insights and intelligence. From consultancy to student mobility, academic partnerships to branding solutions, our services power both institutional and individual success.

We’re behind the world’s most widely read university rankings (Meltwater 2023). Our QS World University Rankings® reach hundreds of millions, shaping decisions and guiding futures.

Since launching in 1990, our impact and influence have only grown. Today, we work with more than 2,000 of the world’s leading higher education institutions, over 12,000 employers, and governments seeking change and socioeconomic development through higher education.

Join QS and you’ll join an 800-strong community of problem-solvers, creators, collaborators and change-makers based in 40+ countries and 11 international offices, including Australia, Malaysia, India, Romania, Singapore, France, Germany, the USA and our headquarters in London.

With every talented new hire, business acquisition and bold initiative, we’re strengthening our reach and delivering even greater value to institutions and learners worldwide. Are you ready to shape the future of higher education?

Like what you’ve heard? Great, apply now!

As a candidate, we know the application and interview process can be daunting and so it’s important that you have a great experience with us. Our dedicated Talent Team will work hard to ensure you are fully informed at all stages, and you are really excited by this opportunity to do meaningful work in the education space.

Equal opportunities

QS Quacquarelli Symonds is proud to be a fair and equal organisation where everyone has the same opportunity to achieve their full potential, irrespective of their background or personal attributes. We celebrate our diversity and believe through sharing our experiences we can learn from one another, be stronger together, and enable our business to thrive.

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