Quality Assurance Officer

Overview: RMIT University Commitment - RMIT is committed to the rights of students and staff to be safe, respected, valued, and treated as an equal in their place of study and work. All staff are expected to share this commitment and contribute to a safer community. While carrying out their role, staff are in a position of trust with students. Staff have a duty of care to report wellbeing concerns about students through the designated channels and uphold to the code of conduct. RMIT Vietnam expects all staff members to comply with its Code of Conduct, policies and procedures, which relate to legal and regulatory requirements and our ways of working.- Why RMIT University Vietnam?- - Reputation and rankings - RMIT University- RMIT Vietnam has been honoured with the respectable HR Asia Award as Top Employer To Work For in Asia. To find out more about RMIT Vietnam and our current vacancies, please visit our website: Your role Student and Family Connect is one of the integral units of the Student Experience & Success portfolio. The unit delivers the below main services: 1) Student Connect - the central student service area of the University, providing a high volume of administrative and academic enrolment advice and support to all current students. 2) Family Connect - a service stream for families/ guardians of all current students; providing advice, service, outreach and community-building initiatives in support of overall student success, retention, and wellbeing The Quality Assurance Officer assists the Quality Assurance Coordinator in providing quality assurance and support for both Student Connect and Family Connect with a particular focus on customer experience data analysis (SQL proficiency) and management of service platforms (Service Management Platform, Student Online Portal, WebChat, telephony system, website) Report to: Quality Assurance Coordinator Key Accountabilities- Prepare various periodic reports on service demand (enquiries and appointments), customer experience (customer satisfaction rates, service level agreement, feedback about services, ) and individual service volume and quality.- Allocate "unassigned" online enquiries to ensure they are assigned and actioned in a timely manner.- - Identify and promote good practices to develop alignment and adoption of smarter ways of working across the unit.- Diagnose and coordinate with the Service Quality and IT Services team, RMIT Australia on issues relating to service platforms.- Work closely with the Student Connect and Family Connect teams to continuously update relevant internal and public information channels including the Digital Toolkit, website and digital signages.- Actively support the implementation of new service platforms (if any) and the changes to current service platforms.- Coordinate and actively participate in relevant User Acceptance Tests.- Support the identification of opportunities for process improvement and platform enhancement to improve service quality.- Actively contribute to a positive culture and team environment via team discussion, project contributions and feedback.- Perform other tasks as assigned by the Quality Assurance Coordinator Key Selection Criteria- A bachelor's degree in a relevant discipline.- Work experience in a systems and improvement-oriented service environment, preferably in an educational environment.- Familiarity with data collection, analytics and reporting tools including SQL, Power BI and Microsoft Excel desired.- Demonstrated issue resolution skills, Ability to source relevant additional information.- Demonstrated strong commitment to innovation and quality.- Proficiency in professional English; Ability to convey complex information, ideas and concepts clearly and efficiently to a variety of different audiences.- Ability to build and maintain effective relationships in a culturally diverse environment utilising strong interpersonal communications skills. Other Information- Contract duration: 08 months- Competitive VND salary starting from VND25,500,000 depending on proven track record in meeting all the key selection criteria- Annual leave: 1 day per working month- Private Insurance- Free use of onsite sports and fitness facilities- Library on campus and online - access to RMIT Australia online library English Proficiency English is the language of teaching and communication at RMIT Vietnam. For this role, the minimum requirement is IELTS General 6.0 (or equivalent Linguaskil160). To Apply Please submit your CV and cover letter addressing your suitability for this position by clicking on the ‘Apply’ link below Applications Close: 31 thg 10 2024 11.59 pm RMIT University Vietnam (RMIT Vietnam) is a campus of RMIT University. RMIT Vietnam is creating an innovative research, teaching and learning culture. We are committed to providing internationally recognised high-quality education and professional training for our students, clients and members of the community. As an internation