Quality Service Lead — Feedback, Training & Audits

Land Transport Authority; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Land Transport Authority is seeking a proactive professional to join the Quality Service Operations team in Singapore. The role focuses on managing public feedback, developing service training, and conducting quality audits to uphold high standards.

You will review and approve customer responses, guide frontline teams, and identify improvement opportunities. Strong English writing and analytics are essential, with experience in training design and stakeholder collaboration.

Qualifications

• Knowledge in English, Communications, Public Relations, Business, or a related discipline.
• Preferably 3 years of relevant experience in customer service, service quality, service training, communications, or related fields
• Excellent written and spoken English, with strong editing and business writing skills
• Strong ability to assess, review, and refine written customer communications
• Experience in developing training frameworks, curriculum design, or learning programmes.
• Strong analytical and critical thinking skills with attention to detail.
• Ability to conduct audits, identify gaps, and recommend improvements.
• Good stakeholder management and presentation skills.

Responsibilities

• Review, vet, and approve responses to public feedback and customer enquiries, ensuring clarity, accuracy, empathy, and consistency with organizational policies.
• Provide guidance to frontline teams on the appropriate handling of customer feedback and service recovery efforts.
• Identify recurring customer concerns and emerging service issues and recommend improvement measures.
• Develop and implement a comprehensive service training framework to enhance customer service competencies across the organization.
• Design, develop, and deliver training programmes, facilitation materials, guides, toolkits, and learning resources, including multimedia learning resources.
• Evaluate training effectiveness through assessments, feedback, and performance indicators.
• Partner with stakeholders to identify service competency gaps and recommend targeted development interventions.
• Leverage digital learning tools and innovative training methods to improve learning outcomes.
• Design and maintain a service quality audit framework to assess the effectiveness and consistency of customer responses by the Quality Service Operations team.
• Conduct regular audits of customer correspondences and service interactions against established service standards.
• Analyse audit findings and identify opportunities for process improvements and capability enhancement.
• Work with business units to implement corrective actions and raise service quality standards.
• Track and report audit outcomes and service quality performance indicators.

Skills

English proficiency

Editing

Business writing

Analytical thinking

Stakeholder management

MS Office

Video production

CX knowledge

Tools

Microsoft Office

Job description

Land Transport Authority is seeking a proactive professional to join the Quality Service Operations team in Singapore. The role focuses on managing public feedback, developing service training, and conducting quality audits to uphold high standards.

You will review and approve customer responses, guide frontline teams, and identify improvement opportunities. Strong English writing and analytics are essential, with experience in training design and stakeholder collaboration.