Service Quality Lead - Data Analytics & Case Management

Singapore Food Agency; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

Singapore Food Agency is seeking a Data Analytics and Case Management professional to help shape service excellence. You will leverage data to understand customer behaviours, monitor case management, and collaborate across departments to deliver integrated services ensuring a safe food supply.

The role emphasizes analytical thinking, stakeholder engagement and a positive service mindset in a dynamic government environment.

Qualifications

• At least 3 years of experience in service delivery, data analytics, process/service excellence, or continuous improvement.
• Experience with project management would be advantageous.
• Proficiency in analytics tools such as Tableau, SAS, R, Python or equivalent technologies is preferred.
• Strong analytical, organisational and planning skills.
• Good conceptualisation skills with ability to drive initiatives.
• Strong team management skills, capable of leading teams in case resolution.
• Excellent written, listening and verbal communication skills.
• Good team player with strong interpersonal skills.
• Self-motivated, able to multi-task and work with minimal supervision
• A positive service mindset and able to thrive in a challenging environment.

Responsibilities

• Use data analytics tools and/or techniques to assemble and analyse public enquiries or feedback for significant trends or correlations to have better insights into customers' needs.
• Review and analyse feedback channels and systems to derive and highlight customer insights to senior management.
• Continuously implement improvement initiatives in collaboration with other SFA departments to address gaps in service delivery.
• Support the SFA Quality Service Manager in monitoring SFA's case management performance.
• Collaborate within SFA and with other agencies to deliver integrated services or perform joint-case management for complex cases.
• Part of the resource team providing strategic guidance on management of cross-departmental customer service issues.
• Part of the quality assurance team monitoring performance of the SFA Contact Centre team.
• Support implementation and execution of channel migration strategies.

Skills

Data analytics

Project management

Tableau

SAS

R

Python

Tools

Tableau

SAS

R

Python

Job description

Singapore Food Agency is seeking a Data Analytics and Case Management professional to help shape service excellence. You will leverage data to understand customer behaviours, monitor case management, and collaborate across departments to deliver integrated services ensuring a safe food supply.

The role emphasizes analytical thinking, stakeholder engagement and a positive service mindset in a dynamic government environment.