Service Quality Executive

Kwong Wai Shiu Hospital is a charitable organisation established to provide healthcare
services to the needy in Singapore regardless of race, language, or religion. Our vision is
to be a leading community healthcare hub in Singapore.

We provide a continuum of care ranging from in-patient, rehabilitation therapy and
Traditional Chinese Medicine services. We invite dynamic individual to join us as:
**SERVICE QUALITY EXECUTIVE**

**Job Overview**:
As the Service Quality Executive, he/she needs to ensure that KWSH's services meet or
exceed customer expectations and quality standards. He/she plays a crucial role in
monitoring, assessing, and improving the quality of services delivered, thus contributing to
customer satisfaction, loyalty, and retention. This role involves collaborating with various
departments to identify areas for improvement, implementing quality control measures,
and continuously enhancing the overall service experience.

**Key Responsibilities**:
1. **Quality Monitoring and Evaluation**:
***Develop and implement quality assessment processes to evaluate service

delivery.
Conduct regular audits and assessments of customer interactions, service

processes, and procedures.
Analyze data and feedback to identify trends, patterns, and areas for

improvement.
2. **Performance Analysis**:
Review key performance indicators (KPIs) related to service quality, such as
response time, resolution rates, and customer satisfaction scores.

Identify performance gaps and recommend corrective actions to enhance
service quality.

3. **Process Improvement**:
***Propose and implement process enhancements to streamline operations

and improve service quality.
4. **Training and Development**:
Conduct training sessions for staff to ensure a consistent understanding of
service quality standards and best practices.

Provide coaching and feedback to improve customer interactions and
service delivery.

5. **Customer Feedback Management**:
***Gather and analyze customer feedback, complaints, and suggestions.
Use customer insights to drive improvements and address service-related

issues promptly.

6. **Documentation and Reporting**:
***Maintain detailed records of quality assessments, findings, and action plans.
Prepare regular reports and presentations on service quality performance for

management.
7. **Root Cause Analysis**:
Investigate the underlying causes of service quality issues and recommend
preventive measures.

Collaborate with relevant teams to implement corrective actions and monitor
their effectiveness.

8. **Quality Assurance Standards**:
***Stay updated on industry best practices, standards, and regulations related

to service quality.
Ensure compliance with quality assurance standards and guidelines.

**Qualifications and Skills**:
***Bachelor's degree in a relevant field (e.g., Business, Quality Management,

Customer Service) or equivalent experience.
Strong analytical skills and attention to detail.
Excellent communication and interpersonal skills.
Proficiency in data analysis and reporting tools.
Familiarity with quality management methodologies (e.g., Six Sigma, Lean) is a

plus.
Experience in customer service or quality assurance roles is preferred.
Ability to work collaboratively and influence cross-functional teams.
Problem-solving mindset and the ability to drive continuous improvement.

We are looking for a dynamic team player with excellent management and communication
The Human Resource Manager
Kwong Wai Shiu Hospital
705 Serangoon Road
Singapore 328127