Assistant Manager, Quality, Training & Process, Student Information Centre

Job Description

Title: Assistant Manager, Quality, Training & Process, Student Information Centre

Company Name: BRAC University

Vacancy: --

Age: At least 28 years

Job Location: Dhaka

Salary: --

Experience:

• 2 to 3 years
• The applicants should have experience in the following business area(s): University

Bachelor's degree in Business/Operations Management, CSE, EEE, or a related field; certification or training in process improvement, preferably Lean Six Sigma, is desirable.

• 2 to 3 years
• The applicants should have experience in the following business area(s): University

• Age At least 28 years

• Minimum 2-3 years of relevant experience in quality assurance, process improvement, knowledge management, or service operations. Experience in a university, education, or large service-operations environment is an advantage.
• Strong understanding of quality assurance, process mapping, SOP development, knowledge management, and documentation practices, with working knowledge administrative operations and relevant Al tools. of higher-education
• Excellent written and verbal communication skills in English and Bengali, with strong facilitation, training, stakeholder-management, analytical, and problem-solving abilities.
• Proficiency in MS Office, particularly Excel, Word, PowerPoint, and Visio, with the ability to quickly learn and use ticketing, CRM, knowledge-management, and other digital tools.
• Highly organized, detail-oriented, proactive, and adaptable, with a solutions-oriented and continuous-improvement mindset; able to work independently, manage multiple priorities, embrace feedback, and collaborate effectively across departments.

BRAC University (BRACU) follows a liberal arts approach to education which nurtures fresh ideas and gives new impetus to the field of tertiary education. It ensures a high quality of education and aims to meet the demands of contemporary times. BRACU is accredited by the University Grants Commission (UGC) and approved by the Ministry of Education, Government of Bangladesh which has established itself as one of the leading private universities in Bangladesh. The university is playing an integral role in the development of skilled graduates for a knowledge-based economy. We are searching for a competent candidate to add value to this role including strategic and operational support to all areas of the organization.

KEY RESPONSIBILTIES

• Develop, implement, and continuously improve SOPS and service workflows for student-facing and back-office processes across relevant departments.
• Establish and manage quality assurance mechanisms, including service audits, call/ticket monitoring, mystery-shopper evaluations, and compliance checks against the Service Charter.
• . Develop and maintain a centralized, version-controlled knowledge management system, including FAQS, process documentation, and service resources.
• Monitor service quality, turnaround times, and staff knowledge standards; identify recurring service gaps and conduct root-cause analysis of service failures and complaints.
• Collaborate with department heads to streamline workflows, eliminate redundancies, and lead process-improvement and change initiatives, including staff communication and training.
• Coordinate Customer Service Excellence initiatives, conduct periodic knowledge assessments, and prepare quality and process performance reports with recommendations for improvement.

Job Location: BRAC University