Service Quality & Training Lead

Land Transport Authority (LTA) Singapore; Singapore; On-site; SGD 70,000 - 120,000; Full time

Job summary

Land Transport Authority (LTA) Singapore invites a service-oriented professional to join the Quality Service Operations team. The role focuses on improving customer experience through effective public feedback management, service training, and quality assurance initiatives.

The ideal candidate will demonstrate strong communication, writing, and analytical skills, with the ability to assess and approve customer responses, develop service capability frameworks, and conduct audits to uphold high

Qualifications

• Proficient in English writing and editing for public communications.
• Strong written and spoken English with business writing skills.
• Ability to assess, review, and refine written customer communications.
• Experience developing training frameworks, curricula or learning programmes is desired.
• Familiar with CX, service excellence frameworks, or quality mgmt systems is an advantage.

Responsibilities

• Public Feedback Management: review, vet, and approve responses to public feedback and enquiries, ensuring clarity, empathy, and policy alignment.
• Service Training & Capability Development: design and deliver training materials, guides, and multimedia resources; evaluate training effectiveness.
• Service Quality Audits & Governance: design audit framework, conduct audits, track outcomes, and drive improvements.
• Support stakeholder management and present findings to relevant teams with clarity and impact.

Skills

Excellent writing

Editing

Stakeholder management

Analytical thinking

Education

English/Communications degree

Tools

Microsoft Office

Job description

Land Transport Authority (LTA) Singapore invites a service-oriented professional to join the Quality Service Operations team. The role focuses on improving customer experience through effective public feedback management, service training, and quality assurance initiatives.

The ideal candidate will demonstrate strong communication, writing, and analytical skills, with the ability to assess and approve customer responses, develop service capability frameworks, and conduct audits to uphold high