Vietnam Job Openings

RMIT University

Quality Assurance Officer (8 month contract)

FULL TIME

September 24, 2024

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

RMIT Vietnam is committed to excellence, innovation, and social responsibility. We welcome applications from qualified and passionate individuals who share our values and vision. RMIT University has a global reputation and ranks 123rd globally and 10th in Australia in QS World University Rankings 2024. To learn more about our rankings, please check out our latest facts and figures here

Reputation and rankings - RMIT University

Rewards and Benefits:

Competitive VND salary starting from VND25,500,000 depending on proven track record in meeting all the key selection criteria.
Private medical insurance
Generous annual leave, career leave and public holidays (Christmas and Tet Holidays)
Professional development and career advancement
Access to state-of-the-art facilities and resources
A vibrant and diverse campus life and more!

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:

https://www.rmit.edu.vn/careers

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, Web Chat, telephony system, website)

REPORTING LINE

Reports 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.
Act as the subject matter expert for all digital service platforms and provide training to new staff. Develop and update system user guides. Coordinate system access grant and termination to ensure compliance.
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

1. A bachelor's degree in a relevant discipline.
2. Work experience in a systems and improvement-oriented service environment, preferably in an educational environment.
3. Familiarity with data collection, analytics and reporting tools including SQL, Power BI and Microsoft Excel desired.
4. Demonstrated issue resolution skills, Ability to source relevant additional information.
5. Demonstrated strong commitment to innovation and quality.
6. Proficiency in professional English; Ability to convey complex information, ideas and concepts clearly and efficiently to a variety of different audiences.
7. Ability to build and maintain effective relationships in a culturally diverse environment utilising strong interpersonal communications skills;
8. Ability to display appropriate behaviours in line with the position, as per the RMIT Behavioural Capability Framework (Connectedness, Commitment to Excellence – Improve and Simplify; Imagination and Innovation; Impact; Inclusion; Agility).

You can refer to the Job Description

HERE

ENGLISH PROFICIENCY

English is the language of teaching and communication at RMIT Vietnam. For this role, the minimum requirement is IELTS (General) with a score of at least 6.0 or equivalent, as outlined in the RMIT Recruitment, Selection and Onboarding Guidelines.

HOW TO APPLY

Click "Apply" to send through your CV, cover letter and any other supporting documents.

Applications Close:

24 thg 9 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 internationally recognised Australian university based in Asia, RMIT Vietnam is assisting in the development of human resources capability in Vietnam and the region.

https://www.rmit.edu.vn/about-us

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