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Manager, Quality

2 weeks ago

Singapore National University Health System Full time

**Manager, Quality & Process Specialist (Group Contact Centre)**

NUHS provides healthcare delivery through the National University Hospital (NUH), Ng Teng Fong General Hospital (NTFGH), Jurong Community Hospital, Alexandra Hospital (AH) and the National University Polyclinics (NUP). Currently, the institutions have their own Contact Centres to handle enquiries, appointment scheduling requests etc from patients and the public.

NUHS is implementing a strategic roadmap to integrate all 4 Contact Centres into one, forming the OneNUHS Group Contact Centre. As the Quality and Process Specialist, you will be responsible for continuous process improvement and quality assurance within the OneNUHS Group Contact Centre.

**Responsibilities**:

- Lead/partner with internal and external users to develop, review and perform continuous process improvement.
- Put in place process improvements to streamline, enhance/improve service level and operational efficiencies.
- Lead, develop and drive quality-related activities to build a strong quality culture within the Contact Centre.
- Responsible for the overall Quality Orientation through the audit of data accuracy, identifying process, tasks and deviations.
- Develop quality control indicators and implement quality assurance audits.
- Analyse data/statistics to identify and anticipate issues and trends, and proactively implement improvement programs.
- Lead and Review process improvement initiatives and operational analysis to improve workflows, individual agent and overall Contact Centre performance to ensure that consistent high quality patient experience is delivered.

**Job Requirements**:

- Bachelor's degree in Computer Science / Information Management / Statistics / Mathematics / Economics or equivalent
- At least 2-3 years of working experience in Quality-related and Process improvement fields.
- Experience in QA methodologies, workflow and statistical tools for analysing processes and data will be an advantage.
- Strong analytical skills, systematic thought process, ability to think creatively and respond to changes.
- Meticulous, with ability to multi-task.
- Good written and oral communication skills. Comfortable communicating cross-functionally in formal and informal settings and able to synthesize information and findings.