Manager (Service Quality)
19 hours ago
Purpose of Job
The Service Quality Department oversees service management, manages feedback channels including conduct of insights analytics on customer feedback, and drive service excellence efforts in SFA to build and maintain a strong service culture in the organisation.
**Responsibilities**
Data Analytics
- Use data analytics tools and/or techniques to assemble and analyse public enquiries or feedback for significant trends or correlations to have better insights on customers’ needs.
- Review and analyse feedback channels and systems to derive and highlight customer insights to senior management.
- Continuously implement improvement initiatives in collaboration with other SFA departments to address gaps in service delivery.
Case Management
- Support the SFA Quality Service Manager in monitoring SFA’s case management performance.
- Collaborate within SFA and with other agencies to deliver integrated services or perform joint-case management for complex cases.
- Part of resource team providing strategic guidance on management of cross-departmental customer service issues.
- Part of quality assurance team monitoring performance of the SFA Contact Centre team.
- Support implementation and execution of channel migration strategies.
**Requirements**:
- At least 3 years of experience. Preferably in areas related to service delivery, data analytics, process/service excellence, or continuous improvement.
- Experience with project management would be advantageous.
- Proficiency in analytics tools such as Tableau, SAS, R, Python or equivalent technologies is preferred.
- Strong analytical, organisational and planning skills.
- Good conceptualisation skills with ability to drive initiatives.
- Strong team management skills, capable of leading teams in case resolution.
- Excellent written, listening and verbal communication skills.
- Good team player with strong interpersonal skills.
- Self-motivated, able to multi-task and work with mínimal supervision
- A positive service mindset and able to thrive in a challenging environment.
**Work location
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