Executive, Quality Office (Contract)

Job Overview

As the Executive, Quality Office, he/she needs to ensure that KWSH’s services meet or exceed customer expectations and quality standards. He/she plays a crucial role in monitoring, assessing, and improving the quality of services delivered, thus contributing to customer satisfaction, loyalty, and retention. This role involves collaborating with various
departments to identify areas for improvement, implementing quality control measures, and continuously enhancing the overall service experienc.

Responsibilities

• Develop and implement quality assessment processes to evaluate service
  delivery.
• Conduct regular audits and assessments of customer interactions, service
  processes, and procedures.
• Analyse data and feedback to identify trends, patterns, and areas for
  improvement.

2. Performance Analysis:

• Review key performance indicators (KPIs) related to service quality, such as response time, resolution rates, and customer satisfaction scores.
• Identify performance gaps and recommend corrective actions to enhance
  service quality.

3. Process Improvement:

• Propose and implement process enhancements to streamline operations
  and improve service quality.

4. Training and Development:

• Conduct training sessions for staff to ensure a consistent understanding of
  service quality standards and best practices.
• Provide coaching and feedback to improve customer interactions and
  service delivery.

5. Customer Feedback Management:

• Gather and analyse customer feedback, complaints, and suggestions.
• Use customer insights to drive improvements and address service-related
  issues promptly.

6. Documentation and Reporting:

• Maintain detailed records of quality assessments, findings, and action plans.
• Prepare regular reports and presentations on service quality performance for
  management.

7. Root Cause Analysis:

• Investigate the underlying causes of service quality issues and recommend
  preventive measures.
• Collaborate with relevant teams to implement corrective actions and monitor
  their effectiveness.

8. Quality Assurance Standards:

• Stay updated on industry best practices, standards, and regulations related
  to service quality.
• Ensure compliance with quality assurance standards and guidelines

Requirements

• Bachelor’s degree in a relevant field (e.g., Business, Quality Management,
  Customer Service) or equivalent experience.
• Strong analytical skills and attention to detail.
• Excellent communication and interpersonal skills.
• Proficiency in data analysis and reporting tools.
• Familiarity with quality management methodologies (e.g., Six Sigma, Lean) is a
  plus.
• Experience in customer service or quality assurance roles is preferred.
• Ability to work collaboratively and influence cross-functional teams.
• Problem-solving mindset and the ability to drive continuous improvement.

Interested applicants, please email your resume to:

Human Resource Department

Kwong Wai Shiu Hospital

705 Serangoon Road

Singapore 328127

Email: *************

(Only shortlisted candidates will be notified.)