Service Quality Executive
4 days ago
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
Coaching
Focus Groups
Able To Multitask
Microsoft Office
Classroom
Teaching
Interpersonal Skills
Training Needs Analysis
Administration
Presentation Skills
Customer Service
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