Manager / Service Quality (Contract)

2 weeks ago

Singapore NPB National Parks Board Full time

[What the role is]

You will be part of the Communications & Community Engagement division, Service Quality Branch. You will work closely with internal and external stakeholders to develop, implement and monitor service quality strategies within the organisation to enhance service delivery standards and drive continuous improvement in customer satisfaction.

**[What you will be working on]**

Your responsibilities will include feedback case management, analysing feedback trends to identify areas of concern and suitable action plans to address issues, developing training materials and conducting regular evaluations to equip call centre personnel with the knowledge and tools to competently carry out their responsibilities, preparing and presenting regular reports on quality service performance, trends and improvement initiatives to senior management, as well as working with relevant stakeholders (internal and external) on systems development and enhancement, ensuring that systems are able to help the organisation to manage public feedback effectively.

You would also have the opportunity to be involved and implement inter-agency service improvement initiatives, including leveraging data and technology to streamline processes, track performance and identify improvement opportunities.

**[What we are looking for]**
- Experience in service transformation initiatives, systems management, data analytics, quality service management, customer experience management, stakeholder engagement, or change management
- Possess project management, problem solving, analytical, interpersonal and communication skills with excellent command of English.
- Be service oriented and possess understanding of customer needs.
- Able to work independently and manage multiple projects in a fast paced and dynamic working environment.
- On the job training will be provided.

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