EXECUTIVE, QUALITY OFFICE (4–6 MONTHS CONTRACT)

Kwong Wai Shiu Hospital; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Kwong Wai Shiu Hospital is seeking an Executive, Quality Office to ensure services meet customer expectations and quality standards. The role involves monitoring, assessing, and improving service quality across departments to boost satisfaction and loyalty.

You will conduct audits, analyze data, and drive process improvements while training staff on quality standards and reporting to management. A permanent role may arise subject to performance and headcount.

Qualifications

• Bachelor’s degree or Diploma in healthcare administration, public health, nursing, or quality management.
• Minimum 3 years in healthcare; roles may include quality coordination or regulatory compliance.
• Strong analytical skills with attention to detail.
• Excellent communication and interpersonal skills.
• Proficiency in data analysis and reporting tools.
• Familiarity with Six Sigma or Lean is a plus.
• Experience in customer service or quality assurance preferred.
• Ability to influence cross-functional teams.
• Problem-solving mindset and drive for continuous improvement.]
• job_responsibilities_description:[
• Quality Monitoring and Evaluation: develop and implement quality assessment processes.
• Conduct audits of customer interactions, service processes, and procedures.
• Analyze data to identify trends and areas for improvement.
• Performance Analysis: review KPIs related to service quality.
• Identify performance gaps and recommend corrective actions.
• Process Improvement: propose and implement enhancements to streamline operations.
• Training and Development: conduct staff training on quality standards.
• Coach and provide feedback to improve customer interactions.
• Customer Feedback Management: analyze feedback and address issues promptly.
• Documentation and Reporting: maintain records and prepare reports.
• Root Cause Analysis: investigate causes and preventive measures.
• Quality Assurance Standards: stay updated on best practices and regulations.

Responsibilities

• Quality Monitoring and Evaluation: develop and implement quality assessment processes.
• Conduct audits of customer interactions, service processes, and procedures.
• Analyze data to identify trends and areas for improvement.
• Performance Analysis: review KPIs related to service quality.
• Identify performance gaps and recommend corrective actions.
• Process Improvement: propose and implement enhancements to streamline operations.
• Training and Development: conduct staff training on quality standards.
• Coach and provide feedback to improve customer interactions.
• Customer Feedback Management: analyze feedback and address issues promptly.
• Documentation and Reporting: maintain records and prepare reports.
• Root Cause Analysis: investigate causes and preventive measures.
• Quality Assurance Standards: stay updated on best practices and regulations.

Skills

Analytical skills

Communication

Data analysis tools

Quality methods

Customer service exp

Cross-functional teamwork

Problem solving

Education

Bachelor's / Diploma

Job description

(Potential conversion to a permanent position, subject to organisational headcount availability and individual performance.)

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 experience.

Key Responsibilities:

1. Quality Monitoring and Evaluation:

   • Develop and implement quality assessment processes to evaluate service delivery.

   • Conduct regular audits and assessments of customer interactions, service processes, and procedures.

   • Analyze 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 analyze 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.

Qualifications and Skills:

• Bachelor’s degree / Diploma in healthcare administration, Public Health, Nursing, Biomedical Sciences, Quality Management, or related fields.

• Minimum 3 years in healthcare preferred (e.g., hospitals, clinics, consultancies). Roles might include quality coordination, clinical operations, or regulatory compliance.

• 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.