Service Quality Lead — Appeals & Recovery

National Environment Agency; Singapore; Presencial; SGD 67 000 - 100 000; Tempo integral

Resumo da oferta

National Environment Agency in Singapore seeks a dedicated professional to support the Quality Service Department in processing appeals and non-appeals, driving service recovery and ensuring adherence to NEA service standards.

You will generate regular reports, enhance response quality, and collaborate with internal teams and other government agencies. Proficiency in data visualization and AI tools will aid operational planning and policy reviews.

Qualificações

• Keen interest in environmental public health and service excellence.
• Strong team player with excellent written and verbal communication, interpersonal and listening skills.
• Meticulous, well-organised and able to manage multiple priorities concurrently, work independently and deliver quality work within tight timelines.
• Mature, resourceful and adaptable, with the ability to remain composed under pressure.
• Possess good analytical, problem-solving and presentation skills.
• Proficient in Microsoft Office applications and familiar with AI tools such as Pair Chat, ChatGPT and Microsoft Copilot.
• Possess working knowledge of data preparation, data analytics and data visualisation tools and techniques (e.g. Qlik Sense).
• Able to support process and service quality reviews, including audits and checks to assess compliance with established processes.

Responsabilidades

• Produce regular reports and make improvements to updates/recommendations based on appeals and non-appeals received.
• Ensure consistency and quality of responses to private/public individuals and entities.
• Perform service recovery process to ensure service quality issues are addressed effectively and efficiently.
• Facilitate effective work processes within a team and with partners and various government agencies/bodies.
• Carry out and monitor service quality improvement projects and initiatives with internal stakeholders.
• Develop/review strategies and work processes for effective service delivery to stakeholders within the service levels.
• Develop data visualisation for internal and external stakeholders to aid recommendations for operational planning, review of service strategies/policies, and service delivery improvements.
• Evaluate the impact of digital technology/tools on improvements in service experience and productivity.

Conhecimentos

Written communication

Verbal communication

Interpersonal skills

Analytical thinking

Data visuals

Microsoft Office

AI tools familiarity

Qlik Sense

English proficiency

Problem-solving

Ferramentas

Qlik Sense

Microsoft Copilot

Pair Chat

ChatGPT

Descrição da oferta de emprego

National Environment Agency in Singapore seeks a dedicated professional to support the Quality Service Department in processing appeals and non-appeals, driving service recovery and ensuring adherence to NEA service standards.

You will generate regular reports, enhance response quality, and collaborate with internal teams and other government agencies. Proficiency in data visualization and AI tools will aid operational planning and policy reviews.