Service Quality Manager – Source Code Academia

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

2. Monitor and ensure the timeliness and effectiveness of all student-facing support services.

3. Audit student communication processes to ensure all queries are resolved within 24 hours.

4. Ensure high standards in student engagement, motivation, and academic support delivery.

5. Quality Control for Academic Services

6. Oversee student records, batch allocation, attendance systems, and class scheduling for consistency and accuracy.

7. Identify gaps in service delivery and implement improvements in coordination with the academic and support teams.

8. Ensure adherence to operational standards and institutional policies.

9. Scheduling & Operational Coordination

10. Ensure that students are assigned to correct batches in a timely manner before each cycle begins.

11. Track student progress across batches and verify that interventions for at-risk students are executed.

12. Coordinate with academic advisors and teachers to maintain service quality benchmarks.

13. Feedback & Process Improvement

14. Supervise the student feedback cycle—ensuring at least one feedback session per batch.

15. Compile reports on recurring concerns or service issues and lead structured resolution plans.

16. Implement service improvement initiatives based on feedback trends and performance analysis.

17. Assessment & Reporting Quality

18. Oversee the administration and tracking of quizzes, tests, and exams to ensure smooth execution.

19. Ensure all assessment results are reviewed and shared within three working days.

20. Analyze academic data and student reports to recommend service-level changes.

21. Communication & Record Accuracy

22. Monitor daily attendance tracking, group communications, and enrollment workflows.

23. Ensure that all new students are added to communication platforms within 24 hours.
24. 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