Head of Service Quality & CX - Contact Centre

Adecco Personnel Pte Ltd.; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A reputable bank in Singapore seeks a Service Quality Manager to develop and execute service quality strategies, focusing on customer satisfaction and engagement. Candidates should have a minimum degree and at least 10 years of experience in service quality or complaint management, along with strong decision-making skills under pressure. The role involves data analytics for performance enhancement and leading a team of managers. Competitive salary package offered.

Qualifications

• At least 10 years of experience in service quality, customer experience, or complaint management.
• Experience in managing regulatory and senior-level escalations.

Responsibilities

• Drive the overall service quality strategy and monitor customer satisfaction.
• Manage end-to-end complaint management and ensure effective tracking.
• Use data analytics to identify trends and improve customer experience.
• Lead and develop team managers to foster performance.

Skills

Service quality management

Customer experience enhancement

Attention to detail

Decision making under pressure

Education

Minimum degree in any discipline

Job description

A reputable bank in Singapore seeks a Service Quality Manager to develop and execute service quality strategies, focusing on customer satisfaction and engagement. Candidates should have a minimum degree and at least 10 years of experience in service quality or complaint management, along with strong decision-making skills under pressure. The role involves data analytics for performance enhancement and leading a team of managers. Competitive salary package offered.