Homeschool Global is on the lookout for a Quality Management Officer who is passionate about delivering top-tier service and ensuring excellence across all touchpoints. If you're detail-oriented, proactive, and eager to make a meaningful impact in the world of education, this role is for you!

As a Quality Management Officer, you will:

• Assist Head of Quality Management in the development and implementation of quality assurance standards across all business units under the Luova Group
• Assist HQM in conducting service recovery initiatives through email and voice calls to families, ensuring resolution in accordance with company set SLA
• Assist HQM in the audit of all service engagement channels across all BU’s, including ISO audits; Increase number of tickets, calls, chats sampled; Decrease period between point of interaction and point of audit
• SOP Audits: audit all interactions with families/students/clients: include Classes, PRs, LGs, consultations, HU, HP, HGME, LP, VCIS
• Prepares audit reports and makes recommendations for improvement.
• Assist HQM in feedback monitoring - documenting, tracking and reporting -service quality levels.
• Assist HQM in projects implementation under the Quality Team.
• Drafts SOPs in coordination with team managers across the whole group for new systems and procedures
• Conducts roll-outs/trainings for approved SOPs in coordination with team managers.
• Conducts review on existing SOPs on a regular basis and updates the SOP as needed.
• Pre-deployment orientation and assessments on ISO, CS, SLAs, quality emails, imbibe the “HG way” of communicating and serving clients – internal and external
• Perform other projects and responsibilities that may be assigned to her/him

The ideal candidate should have:

✔ A background in quality management, customer service, or process improvement (experience in education or service industries is a plus!).

✔ Strong analytical and problem-solving skills to identify areas for improvement.

✔ Excellent communication and interpersonal skills for engaging with families and teams.

✔ The ability to conduct audits, track feedback, and implement quality assurance initiatives.

✔ A growth mindset and willingness to learn, adapt, and collaborate in a dynamic environment.

If you have a keen eye for detail and a heart for making a difference, we’d love to hear from you!

Please refer to job description.