Senior Quality Assurance Manager, Service Quality

Responsibilities

• Lead the identification and classification of initiatives into a structured customer experience and service excellence framework, including guidelines and standards;
• Foster customer-centric spirit by facilitating best practice sharing, devising and implementing Service Excellence project and training programme;
• Develop and drive strategies and plans to improve service levels and customer satisfaction;
• Responsible for monitoring and improving the quality of service, and; translate customer experience management strategy into effective programme or process enhancement to improve customer experience and service quality;
• To lead and drive recognition program, staff events, award presentations & team building activities to boost service quality & professionalism;
• Monitor the progress of work projects, conduct regular assessments, reviews and adjustments to work projects to ensure the smooth implementation and implementation of relevant projects;
• To work closely with department heads and line managers to identify improvement areas, design and develop strategic plan to improve service quality for frontline staff;
• Handle ad-hoc service / munication projects.

Requirements :

Job ID 499461