Service Quality Executive
3 weeks ago
Working Location: 55 Ubi Road 1 Singapore 408699
Working Hours:
Mondays to Fridays: 0830hrs to 1800hrs
Alternate Saturdays: 0830hrs to 1230hrs
Job Summary:
The Service Quality Executive is responsible for ensuring that customer service operations meet established quality standards. They monitor service interactions, analyze customer feedback, and implement quality improvement initiatives to enhance customer satisfaction. The role involves working closely with customer service teams, training personnel, and management to maintain and improve service excellence.
Job Responsibilities:
1. Quality Monitoring & Evaluation:
- Monitor and evaluate customer interactions (calls, emails, chats, etc.) to ensure adherence to quality standards.
- Conduct audits of service processes and identify areas for improvement.
- Develop and implement quality scorecards and performance measurement frameworks.
- Provide detailed reports on service quality trends and compliance issues.
2. Customer Experience Enhancement:
- Analyze customer feedback from surveys, complaints, and escalations to identify service gaps.
- Work with teams to enhance service delivery and ensure a positive customer experience.
- Implement best practices to improve response times and resolution rates.
3. Compliance & Process Improvement:
- Ensure adherence to company policies, industry regulations, and service quality benchmarks.
- Recommend process enhancements to improve operational efficiency and service quality.
- Collaborate with teams to implement corrective actions and performance improvement plans.
4. Reporting & Analytics:
- Prepare and present reports on service quality metrics and trends.
- Utilize data analysis to drive informed decision-making for service improvements.
- Track key performance indicators (KPIs) and set benchmarks for service excellence.
5. Other ad-hoc duties as and when assigned.
Required Skills & Competencies:
- Strong understanding of quality assurance methodologies and customer service principles.
- Excellent analytical and problem-solving skills.
- Strong communication and interpersonal skills.
- Proficiency in data analysis and reporting tools.
- Ability to work in a fast-paced environment and manage multiple tasks.
- Detail-oriented with a commitment to continuous improvement.
- This role is required to support multiple brands.
Fire Safety
Preventive Maintenance
Data Analysis
Customer Service Operations
Customer Experience
Process Improvement
Quality Assurance
Quality Improvement
Compliance
Audits
Wine
Customer Satisfaction
Service Excellence
Service Delivery
Facilities Management
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