Quality Service Lead: Appeals & Process Improvement

NEA National Environment Agency; Singapore; On-site; SGD 50,000 - 80,000; Full time

Job summary

NEA National Environment Agency in Singapore seeks a proactive professional to support the Quality Service Department (QSD) under the Public Health Pillar. You will process appeals and non-appeals, drive service recovery, and ensure timely, high-quality responses to stakeholders while coordinating with internal teams and external partners.

The role involves producing regular reports, developing data visualisations (e.g., Qlik Sense), and evaluating digital tools for service improvements.

Qualifications

• Strong written and verbal communication skills.
• Ability to work with internal and external stakeholders and multiple departments.
• Experience with data analytics and data visualization is advantageous.

Responsibilities

• Process appeals and non-appeals and assist with service recovery to address issues.
• Produce regular reports and provide recommendations based on cases received.
• Ensure consistency and quality of responses to individuals and entities.
• Facilitate effective work processes within the team and with partners and other government bodies.
• Carry out and monitor service quality improvement projects with internal stakeholders.
• Develop/review strategies and processes for effective service delivery to stakeholders.
• Develop data visualisation to support operational planning and policy reviews.
• Evaluate impact of digital tools on service experience and productivity.

Skills

Written communication

Verbal communication

Interpersonal skills

Listening

Team player

Analytical thinking

Problem solving

Data visualization

Microsoft Office

AI tools familiarity

Tools

Microsoft Office

Qlik Sense

Pair Chat

ChatGPT

Microsoft Copilot

Job description

NEA National Environment Agency in Singapore seeks a proactive professional to support the Quality Service Department (QSD) under the Public Health Pillar. You will process appeals and non-appeals, drive service recovery, and ensure timely, high-quality responses to stakeholders while coordinating with internal teams and external partners.

The role involves producing regular reports, developing data visualisations (e.g., Qlik Sense), and evaluating digital tools for service improvements.