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Service Quality Manager

2 weeks ago

Singapore National Library Board Full time
Job Description

The National Library Board is seeking a Service Quality Manager to join its team. This role will be responsible for ensuring the quality of service delivery across various channels, including call centers, emails, and website chatbots.

Key Responsibilities:
  • Liaise with vendors to manage calls and emails during business as usual (BAU) and outbreaks.
  • Set up systems for logging, triaging, and responding to enquiries.
  • Develop workflows and processes to improve customer experience.
  • Manage day-to-day interactions with vendors and handle complex cases.
  • Train vendor trainers on query handling and data analytics for monthly reporting.


Requirements:
  • Minimum tertiary qualifications in business administration, customer experience management, public relations, marketing communications, or a related field.
  • 5 years of experience in managing call center operations, driving service quality initiatives, and responding to public enquiries and feedback.
  • Service-oriented, resilient, team player, excellent communication and written skills, problem-solving capabilities, and deep understanding of customer needs.