• 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

• 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.

• 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

31 thg 10 2024 11.59 pm