Quality Service Manager (QSM) - #HJZ

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

RECRUIT EXPRESS PTE LTD is seeking an experienced Quality Service Manager to enhance patient experience and drive service quality initiatives within a healthcare setting. The role focuses on feedback management, customer experience, and data-driven improvements.

The ideal candidate has a minimum degree and strong communication, stakeholder management, and analytics skills, with healthcare experience considered an advantage.

Qualifications

• Must have at least a degree in a relevant field such as Business, Communications, Marketing or Psychology.
• Strong experience in feedback management, customer experience, service quality or patient experience.
• Healthcare experience is an advantage.
• Excellent communication, stakeholder management and organisational skills.
• Ability to work independently, manage multiple priorities and meet tight deadlines.
• Experience with data reporting, dashboards or analytics is a plus.

Responsibilities

• Manage and follow up on customer/patient feedback, ensuring cases are addressed and closed promptly.
• Analyse feedback trends and service indicators to identify areas for improvement.
• Collaborate with internal teams to drive service quality and patient experience initiatives.
• Coordinate surveys, focus groups, programmes and other service excellence projects.
• Prepare and maintain feedback dashboards and reports.
• Present feedback insights and trends to committees and workgroups.
• Support initiatives to strengthen the organisation's service culture and patient engagement.

Skills

Feedback Management

Customer Experience

Service Quality

Patient Experience

Data Analytics

Education

Bachelor's degree

Job description

Healthcare / Hospital Environment

We are looking for an experienced Quality Service Manager (QSM) to support patient experience and service quality initiatives within a healthcare setting. If you have solid experience in feedback management, customer experience, service quality or patient experience, this could be a good fit!

Key Responsibilities

• Manage and follow up on customer / patient feedback, ensuring cases are addressed and closed promptly
• Analyse feedback trends and service indicators to identify areas for improvement
• Work with internal teams to drive service quality and patient experience initiatives
• Coordinate surveys, focus groups, programmes and other service excellence projects
• Prepare and maintain feedback dashboards and reports
• Present feedback insights and trends to relevant committees and workgroups
• Support initiatives to strengthen the organisation's service culture and patient engagement

We're Looking For

• Min Degree holder in Business, Communications, Marketing, Psychology or related disciplines
• Strong experience in Feedback Management / Customer Experience / Service Quality / Patient Experience
• Healthcare experience is an advantage!
• Strong communication, stakeholder management and organisational skills
• Able to work independently, manage multiple priorities and meet tight timelines
• Experience with data reporting / dashboards / analytics is a plus