Service Quality Executive

4 days ago


Singapore CONNECT CENTRE PTE. LTD. Full time
Roles & Responsibilities

Responsibilities:

Training

  • Provide regular training and guidance to the operations team on quality standards and best practices.
  • Foster strong learning partnership with stakeholders by supporting stakeholders learning needs with departments' learning strategies.
  • Initiate discussions with stakeholders on learning needs analysis and design training programs aligned with departments' learning strategies and organizational goals and objectives.
  • Lead the curation of training materials including online resources and external training programmes.
  • Lead learning partnership discussions within inter-team based on collated post training evaluation and feedback.
  • Document learning resulting from use of the knowledge management systems, report activities and capture information in a systematic manner.

Quality Assurance

  • Monitor and evaluate the quality of different service channels, to ensure compliance with organizational standards and guidelines.
  • Conduct regular audits, prepare quality reports, and recommend improvements to enhance efficiency and customer satisfaction.
  • Develop and maintain quality control policies, training materials, and operational documentation.
  • Collaborate with the operations team to identify root causes of process inefficiencies and implement corrective actions.
  • Participate in new and improvement initiatives for the contact centre, to deliver above beyond service standards.

Data Analysis

  • Analyze evaluation data to identify trends, recurring issues, and performance gaps. Use insights to create targeted reports that highlight areas needing improvement.
  • Go beyond surface-level issues by investigating root causes, helping departments understand underlying factors contributing to quality gaps.
  • Work closely with the operations team to share analysis results, co-develop relevant training content, and align on measurable goals for improvement.
  • Establish initiatives for continuous improvement, supporting a cycle of feedback, action, and reassessment. Develop action plans and follow up with departments on progress.
  • Gather additional feedback from TMs and Customer Satisfaction Surveys where feasible, and integrate findings into the quality assurance analysis.
  • Conduct regular meetings with the management and operations team to discuss findings, track improvement efforts, and refine the focus for future evaluations.
  • Develop a dashboard or regular report system that provides business units with easy access to quality metrics, trends, and improvement status.

Requirements:

  • Proficiency in data analysis tools (e.g., Excel, Tableau, Power BI) and strong analytical skills.
  • Excellent verbal and written communication skills with an ability to convey data insights in a clear and actionable manner is a plus.
  • Strong collaboration skills, with experience working with training or operational teams.
  • Demonstrated ability to set performance benchmarks, track progress, and drive continuous improvement efforts.
  • Detail-oriented with strong analytical and problem-solving skills.
  • Excellent communication and interpersonal abilities.

Other Information:

  • Monthly basic salary range of $3,000 to $3,200
  • 5.5-days work-week including Saturday (on rotation basis)
  • Official working hours are from 8.30am to 5.30pm
  • Workplace is near Ubi and Macpherson MRT station
Tell employers what skills you have

Coaching
Focus Groups
Able To Multitask
Microsoft Office
Classroom
Teaching
Interpersonal Skills
Training Needs Analysis
Administration
Presentation Skills
Customer Service

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