Service Quality Manager

About the job

Job Title: Service Quality Manager
Company: Skyned Consults Corporation
Location: Lagos, Abuja
Skyned Consults Corporation is an online international platform dedicated to connecting students with their dream schools. We take pride in our successful track record of placing over 4000 international students in some of the world’s most prestigious institutions. Our mission is to provide guidance and support to students throughout their study abroad journey, ensuring their study visa application process is seamless and hassle-free, without any charges. With partnerships with reputable institutions worldwide, we offer direct access to a wide range of institutions, assisting students with their admission applications, school search, and career guidance, all at zero service charge.

Responsibilities:
1. Develop and implement quality assurance processes, standards, policies, and procedures to ensure consistent and high-quality service delivery.
2. Monitor and evaluate the performance of service delivery teams and processes, tracking key performance indicators (KPIs) and analyzing customer feedback.
3. Identify areas for improvement in service quality and customer experience and implement initiatives to address them.
4. Collaborate with cross-functional teams to identify process inefficiencies and optimize workflows for enhanced service delivery efficiency.
5. Provide training and guidance to employees involved in service delivery, ensuring they have the necessary skills and knowledge to deliver high-quality services.
6. Engage with internal stakeholders to promote a culture of service quality and continuous improvement, align goals, and address issues.
7. Prepare reports and present findings to senior management, highlighting performance trends, areas for improvement, and recommendations.
8. Enhance the overall customer experience by identifying pain points, gaps, and opportunities for improvement, understand their needs and expectations, and implement initiatives to enhance customer satisfaction.

Requirements:
1. A bachelor’s or master’s degree in a relevant field. Additional certifications in quality management or service excellence may be beneficial.
2. Previous experience in a service quality management role is highly preferred. Experience in the education or consultancy industry, particularly related to international school applications, would be an advantage.
3. Strong understanding of quality assurance processes, methodologies, and best practices. Familiarity with customer experience management principles.
4. Ability to analyze data, identify trends, and draw actionable insights to improve service quality. Proficiency in using data analysis tools and techniques.
5. Excellent verbal and written communication skills to effectively collaborate with stakeholders, present findings, and provide guidance to employees.
6. Strong leadership skills to motivate and guide teams towards service excellence. Ability to drive change and implement process improvements.
7. Keen attention to detail to ensure adherence to quality standards and identify areas for improvement.
8. A customer-centric mindset with a strong focus on enhancing the overall customer experience.
9. Ability to identify and address service quality issues, solve problems, and make informed decisions.
10. Flexibility to adapt to changing requirements and work in a fast-paced environment.

Join our dynamic team and contribute to the success of Skyned Consults Corporation in fulfilling the educational aspirations of students worldwide.

To apply, please submit your resume and a cover letter outlining your qualifications and interest in the position to hr@skynedconsults.com