Quality Office Executive: Drive Service Excellence

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

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.