Customer Experience Quality Lead

sggovterp; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

sggovterp in Singapore seeks a motivated professional to join the Quality Service Operations team. You will enhance customer experience through public feedback management, service training, and quality assurance initiatives.

Role requires strong writing and analytical skills to assess and approve responses, develop service capability frameworks, and conduct audits to uphold high standards. Collaboration and attention to detail are essential in a fast-paced environment.

Qualifications

• Knowledge in English, Communications, Public Relations, Business, or a related discipline.
• Preferably 3 years of relevant experience in customer service, service quality, service training, communications, or related fields.
• Excellent written and spoken English, with strong editing and business writing skills.
• Strong ability to assess, review, and refine written customer communications.
• Experience in developing training frameworks, curriculum design, or learning programmes.
• Strong analytical and critical thinking skills with attention to detail.
• Ability to conduct audits, identify gaps, and recommend improvements.
• Good stakeholder management and presentation skills.
• Proficient in Microsoft Office applications.
• Experience in instructional design, adult learning, or facilitation.
• Video production, video editing, or multimedia content creation skills will be an advantage.
• Familiarity with customer experience (CX), service excellence frameworks, or quality management systems will be an advantage.
• As part of the shortlisting process for the role, you may be required to complete a medical declaration and / or undergo further assessment.

Responsibilities

• Public Feedback Management: Review, vet, and approve responses to public feedback and customer enquiries, ensuring clarity, accuracy, empathy, and consistency with policies.
• Service Training & Capability Development: Develop and implement a comprehensive service training framework and deliver materials, including multimedia learning resources.
• Service Quality Audits & Governance: Design and maintain a service quality audit framework and conduct regular audits against standards; track outcomes.

Skills

English proficiency

Written communication

Editing skills

Analytical thinking

Stakeholder management

Training design

Microsoft Office

Auditing

Job description

sggovterp in Singapore seeks a motivated professional to join the Quality Service Operations team. You will enhance customer experience through public feedback management, service training, and quality assurance initiatives.

Role requires strong writing and analytical skills to assess and approve responses, develop service capability frameworks, and conduct audits to uphold high standards. Collaboration and attention to detail are essential in a fast-paced environment.