[LTA-QSC2] ASSISTANT MANAGER, QUALITY SERVICE PLANNING (1-YR CONTRACT)

What the role is

You will be involved in enhancing productivity and efficiency of the service delivery chain to meet corporate and PSD standards. You will be part of a team to drive new business solutions, streamline work processes and guidelines while working closely with internal divisions and external agencies to improve feedback processes, systems or operations to meet service excellence standards amidst other responsibilities that may be assigned on an ad-hoc basis.

What you will be working on

• Assist in the day-to-day management of the feedback management system, which includes following up on incident tickets and conducting regular access reviews

• Monitor case progress and issue timely reminders to ensure all cases are resolved within defined service level agreements.

• Updating system configurations to reflect organisational changes

• Perform ad hoc user testing (such as for UAT, POC, beta trial) related to system enhancements, communication channels or initiatives driven by the team.

• Assist in monitoring the performance and quality of the Contact Centre, including managing and attending to case escalations and feedback received.

• Work closely with internal and external stakeholders and divisions to gather requirements, drive initiatives and maintain effective information flow across teams.

• Perform any other duties and responsibilities as assigned by supervisor.

What we are looking for

• Knowledge in any discipline, preferably a customer service-oriented and analytical individual with strong desire to constantly learn and make improvements.

• Excellent verbal and written communications and project management skills able to collaborate and work closely with internal and external stakeholders.

• Adept at problem-solving, resourceful and proactive.

• Quick thinker, agile and able to learn things on the fly.

• Able to multitask, prioritise and have good time management.

• Strong team player with a high level of initiative and able to work independently and under pressure.

• Meticulous and inquisitive with strong follow-up skills.

• Flexible, open to new ideas and able to implement solutions effectively.

As part of the shortlisting process for the role, you may be required to complete a medical declaration and / or undergo further assessment.