Assistant Manager – Quality Service & Training

Land Transport Authority (LTA) Singapore; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Land Transport Authority Singapore is seeking a motivated service-oriented professional to join our Quality Service Operations team. You will enhance customer experience through public feedback management, service training, and quality assurance initiatives.

You will review and approve customer responses, develop service capability frameworks, and conduct audits to uphold our high standards, working with frontline teams and stakeholders in a fast-paced public sector environment.

Qualifications

• Fluent written and spoken English.
• 3 years of experience in customer service, service quality, training, communications or related fields.
• Excellent writing and editing skills in a professional setting.
• Strong analytical and detail-oriented mindset.
• Experience in designing training frameworks or curricula.
• Good stakeholder management and presentation abilities.

Responsibilities

• Public Feedback Management: Review, vet, and approve responses to public feedback and inquiries; guide frontline teams on handling feedback and service recovery; identify recurring concerns and suggest improvements.
• Service Training & Capability Development: Develop and implement service training frameworks; design and deliver training materials and multimedia resources; evaluate training effectiveness and identify competency gaps.
• Service Quality Audits & Governance: Design and maintain audit framework; conduct regular audits of customer correspondences; analyze findings and drive process improvements; track and report quality indicators.

Skills

Public feedback management

Service excellence

Writing & editing

Auditing

Training development

Stakeholder management

Analytical thinking

Tools

Microsoft Office

Video editing tools

Job description

Land Transport Authority Singapore is seeking a motivated service-oriented professional to join our Quality Service Operations team. You will enhance customer experience through public feedback management, service training, and quality assurance initiatives.

You will review and approve customer responses, develop service capability frameworks, and conduct audits to uphold our high standards, working with frontline teams and stakeholders in a fast-paced public sector environment.