Customer Experience Quality & Training Lead

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

Job summary

Land Transport Authority (LTA) in Singapore seeks a motivated professional to join the Quality Service Operations team to enhance customer experience through effective public feedback management, service training, and quality assurance initiatives.

You will review responses, guide frontline teams, develop service capability frameworks, and conduct audits to uphold organizational service standards. Strong English writing, analytical skills, and stakeholder collaboration are essential.

Qualifications

• Proven ability to write and edit customer communications.
• Experience in training framework development.
• Ability to conduct service quality audits.
• Strong stakeholder management and presentation skills.
• Familiarity with CX or quality management systems.
• Proficient in MS Office.
• Experience in instructional design or learning programs.

Responsibilities

• Review and approve public feedback responses with empathy and policy alignment.
• Provide guidance to frontline teams on feedback handling and service recovery.
• Identify recurring concerns and recommend improvements.
• Develop and implement a comprehensive service training framework.
• Design and deliver training materials and multimedia resources.
• Evaluate training effectiveness using assessments and KPIs.
• Design a service quality audit framework and conduct audits.
• Analyze audit findings and drive process improvements.

Skills

Communication skills

Analytical thinking

Attention to detail

Collaboration

Customer experience

Education

Bachelor's in English/Communications/Business

Tools

Microsoft Office

Job description

Land Transport Authority (LTA) in Singapore seeks a motivated professional to join the Quality Service Operations team to enhance customer experience through effective public feedback management, service training, and quality assurance initiatives.

You will review responses, guide frontline teams, develop service capability frameworks, and conduct audits to uphold organizational service standards. Strong English writing, analytical skills, and stakeholder collaboration are essential.