Service Quality Manager – Source Code Academia (Bahria Town Phase 7, Rawalpindi)

Service Quality Manager

Full Job Description

At Source Code Academia, we are committed to delivering a consistent, high-quality, and student-centered learning experience. As a Service Quality Manager, you will play a key role in overseeing the quality of services provided to students — from communication and scheduling to academic support and feedback management.

This is a full-time, in-person role ideal for a detail-oriented, systems-driven professional who thrives on improving service standards, monitoring student experience, and coordinating cross-functional processes to ensure our operations remain smooth, timely, and impactful.

Key Responsibilities:

1. Student Experience Oversight

• Monitor and ensure the timeliness and effectiveness of all student-facing support services.
• Audit student communication processes to ensure all queries are resolved within 24 hours.
• Ensure high standards in student engagement, motivation, and academic support delivery.

2. Quality Control for Academic Services

• Oversee student records, batch allocation, attendance systems, and class scheduling for consistency and accuracy.
• Identify gaps in service delivery and implement improvements in coordination with the academic and support teams.
• Ensure adherence to operational standards and institutional policies.

3. Scheduling & Operational Coordination

• Ensure that students are assigned to correct batches in a timely manner before each cycle begins.
• Track student progress across batches and verify that interventions for at-risk students are executed.
• Coordinate with academic advisors and teachers to maintain service quality benchmarks.

4. Feedback & Process Improvement

• Supervise the student feedback cycle—ensuring at least one feedback session per batch.
• Compile reports on recurring concerns or service issues and lead structured resolution plans.
• Implement service improvement initiatives based on feedback trends and performance analysis.

5. Assessment & Reporting Quality

• Oversee the administration and tracking of quizzes, tests, and exams to ensure smooth execution.
• Ensure all assessment results are reviewed and shared within three working days.
• Analyze academic data and student reports to recommend service-level changes.

6. Communication & Record Accuracy

• Monitor daily attendance tracking, group communications, and enrollment workflows.
• Ensure that all new students are added to communication platforms within 24 hours.
• Maintain system-wide data accuracy and conduct routine audits for consistency.

Key Performance Indicators (KPIs)

• Query Resolution Rate: 100% student queries resolved within 24 hours
• Record & Schedule Accuracy: Batch allocations and student records updated on time
• Feedback Execution: One structured feedback session per batch with action items completed
• Assessment Delivery: Results compiled and shared within three working days
• Service Consistency: All new students added to communication groups within 24 hours
• Experience Tracking: Consistent monitoring of student satisfaction and process adherence.

Qualifications & Skills

• Education: Bachelor’s degree in Education, Business Administration, Management, or a related field. (Master’s preferred)
• O Levels and A Levels background is a plus
• Experience: 1–3 years in student services, quality assurance, or operations in the education sector

Skills Required:

• Strong analytical and communication skills
• Detail-oriented with a high sense of ownership and follow-through
• Proficient in Google Sheets, CRMs, and digital communication platforms
• Organized, proactive, and student-focused
• Able to coordinate across departments and implement quality improvement measures

Job Type: Full-time

For more information, visit our website:
www.sourcecode.academy

Job Type: Full-time

Ability to commute/relocate:

• Rawalpindi: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• Educational Administration: 1 year (Required)

Language:

• Urdu (Required)
• English (Required)

Location:

• Rawalpindi (Preferred)

Work Location: In person