[LTA-QSC2] DEPUTY / ASSISTANT MANAGER, SERVICE QUALITY OPERATIONS

What the role is

We are seeking a highly motivated and service-oriented professional to join our Quality Service Operations team. The successful candidate will play a key role in enhancing customer experience through effective public feedback management, service training, and quality assurance initiatives.

The role requires strong communication and analytical skills, with the ability to assess and approve customer responses, develop service capability frameworks, and conduct audits to uphold organizational service standards.

You are someone who:
. Has a passion for service excellence and customer experience.
. Possesses exceptional writing and communication skills.
. Can exercise sound judgment when reviewing and approving customer responses.
. Enjoys developing people and building service capabilities.
. Is meticulous, analytical, and committed to maintaining high quality standards.
. Thrives in a collaborative and fast-paced environment.

What you will be working on

Public Feedback Management

• Review, vet, and approve responses to public feedback and customer enquiries, ensuring clarity, accuracy, empathy, and consistency with organizational policies.

• Provide guidance to frontline teams on the appropriate handling of customer feedback and service recovery efforts.

• Identify recurring customer concerns and emerging service issues and recommend improvement measures.

Service Training & Capability Development

• Develop and implement a comprehensive service training framework to enhance customer service competencies across the organization.

• Design, develop, and deliver training programmes, facilitation materials, guides, toolkits, and learning resources, including multimedia learning resources.

• Evaluate training effectiveness through assessments, feedback, and performance indicators.

• Partner with stakeholders to identify service competency gaps and recommend targeted development interventions.

• Leverage digital learning tools and innovative training methods to improve learning outcomes.

Service Quality Audits & Governance

• Design and maintain a service quality audit framework to assess the effectiveness and consistency of customer responses by the Quality Service Operations team.

• Conduct regular audits of customer correspondences and service interactions against established service standards.

• Analyse audit findings and identify opportunities for process improvements and capability enhancement.

• Work with business units to implement corrective actions and raise service quality standards.

• Track and report audit outcomes and service quality performance indicators.

What we are looking for

• Knowledge in English, Communications, Public Relations, Business, or a related discipline.

• Preferably 3 years of relevant experience in customer service, service quality, service training, communications, or related fields

• Excellent written and spoken English, with strong editing and business writing skills

• Strong ability to assess, review, and refine written customer communications

• Experience in developing training frameworks, curriculum design, or learning programmes.

• Strong analytical and critical thinking skills with attention to detail.

• Ability to conduct audits, identify gaps, and recommend improvements.

• Good stakeholder management and presentation skills.

• Proficient in Microsoft Office applications.

• Experience in instructional design, adult learning, or facilitation.

• Video production, video editing, or multimedia content creation skills will be an advantage.

• Familiarity with customer experience (CX), service excellence frameworks, or quality management systems will be an advantage.

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