Service Quality Officer

Working Hours

Monday - Friday, 8:30 AM - 6:00 PM

Key Responsibilities

• Monitor and manage feedback from multiple channels (calls, emails, digital platforms)

• Assist in monitoring, auditing cases, and processing payments for contact centre operations

• Manage and enhance the Authority's Customer Management System (CMS) in collaboration with system vendors

• Conduct regular service quality audits across feedback channels and case management processes

• Track and report customer satisfaction metrics and suggest actionable improvements

• Ensure effective escalation processes for high-priority or complex cases

• Respond to requests from operations divisions for vetting of replies

• Implement service improvement initiatives as assigned

Requirements

• Degree in Mass Communications, Marketing, or a related discipline

• At least 3 years of relevant experience in:

  • Customer service management

  • Call centre management

  • Quality service management

• Strong analytical, interpersonal, and communication skills

• Experience in data analytics is preferred