Executive, Quality Office (Contract)

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

Job summary

Kwong Wai Shiu Hospital is seeking an Executive in the Quality Office on a contract basis. You will oversee quality monitoring, audits, and process improvements to ensure service excellence and patient satisfaction.

Responsibilities include data analysis, KPI review, and training to uphold quality standards. You will collaborate with departments to implement corrective actions and maintain continuous improvement across service delivery.

Qualifications

• Bachelor’s degree in a relevant field (e.g., Business, Quality Management, Customer Service) or equivalent experience.
• 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.

Responsibilities

• 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.
• Analyse data and feedback to identify trends, patterns, and areas for improvement.
• Performance Analysis: Review KPIs related to service quality and identify gaps.
• Identify performance gaps and recommend corrective actions to enhance service quality.
• Process Improvement: Propose and implement process enhancements to streamline operations and improve service quality.
• Training and Development: Conduct training sessions for staff to ensure consistent understanding of quality standards.
• Provide coaching and feedback to improve customer interactions and service delivery.
• Customer Feedback Management: Gather and analyse customer feedback, complaints, and suggestions.
• Use customer insights to drive improvements and address issues promptly.
• Documentation and Reporting: Maintain records of quality assessments, findings, and action plans.
• Prepare regular reports and presentations on service quality performance for management.
• Investigate root causes of quality issues and recommend preventive measures.
• Collaborate with teams to implement corrective actions and monitor effectiveness.
• Quality Assurance Standards: Stay updated on industry best practices and regulations.

Education

Bachelor’s degree in a relevant field

Tools

Data analysis tools

Job description

Careers @ KWSH – Executive, Quality Office (Contract)

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 experienc.

Responsibilities

• 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.
• Analyse 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 analyse 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.
• 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

Requirements

• Bachelor’s degree in a relevant field (e.g., Business, Quality Management,
  Customer Service) or equivalent experience.
• 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.