Survey Service Quality Manager

1. Manage and de-escalate incidents arising from data collection processes. Follow up to determine and rectify the causes of the incidents.

2. Manage the survey email account to ensure that all emails are promptly followed up with and properly dealt with, and that all issues or matters are properly concluded or closed.

3. Monitor survey feedback to ensure all feedback is promptly addressed and given a proper closure.

4. Monitor service levels and remedy service levels that are not up to the required service standards as may be determined by the Authority.

5. Work closely with respective survey managers and supervisors to ensure that the service standards are met.

Any other duty that the Authority may reasonably assign and notify the Contractor of when the need arises.