CX Quality & Training Specialist

Public Service Division; Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

Public Service Division seeks a service-oriented professional to enhance customer experience through public feedback management, service training, and quality assurance. You will review responses, develop training frameworks, and lead audits to uphold service standards.

Strong English, writing, and analytical skills are essential. You will collaborate with frontline teams, design learning resources, and identify service improvements based on audit findings.

Qualifications

• Excellent written and spoken English; strong editing and business writing skills.
• 3+ years of experience in customer service, service quality, or training/communications.
• Experience in developing training frameworks, curricula, or learning programmes.

Responsibilities

• Public Feedback Management: review, vet, and approve responses ensuring clarity, empathy, and policy alignment.
• Service Training & Capability Development: design and deliver training programmes, resources, and materials; evaluate effectiveness.
• Service Quality Audits & Governance: design audit framework, conduct audits, identify improvements, and track outcomes.

Skills

English proficiency

Communications

Public relations

Business writing

Analytical thinking

Stakeholder management

Presentation skills

Microsoft Office

Instructional design

Video editing

CX frameworks

Education

Bachelor's degree in Communications/PR/Business

Tools

Microsoft Office

Video editing software

Job description

Public Service Division seeks a service-oriented professional to enhance customer experience through public feedback management, service training, and quality assurance. You will review responses, develop training frameworks, and lead audits to uphold service standards.

Strong English, writing, and analytical skills are essential. You will collaborate with frontline teams, design learning resources, and identify service improvements based on audit findings.