Qa Engineer jobs in Singapore

You will be part of the Communications & Community Engagement division, Service Quality Branch. You will work closely with internal and external stakeholders to develop, implement, and monitor service quality strategies within the organisation to enhance service delivery standards and drive continuous improvement.

• Advising Operations teams on how to manage feedback cases, including applying appropriate frameworks and crafting quality replies
• Developing training materials and conducting regular evaluations to equip contact centre personnel with the knowledge and tools to competently carry out their responsibilities

• Analysing feedback trends to identify areas of concern and suitable action plans to address issues
• Preparing and presenting regular reports on quality service performance, trends, and improvement initiatives to senior management

• Working with relevant stakeholders (internal and external) on systems enhancements, ensuring that systems can help manage public feedback effectively

• Approving content edits, evaluating requests for new modules, updating standard operating procedures, and managing regular website enhancements to improve user experience

• Driving organisational initiatives to streamline processes, track performance and identify improvement opportunities to raise service standards in NParks
• Collaborating with internal stakeholders and external agencies on inter-agency projects to enhance coordination and better service through integrated, resident-centric approaches

• Experience in service transformation initiatives, systems management, data analytics, quality service management, user experience management, stakeholder engagement, or change management
• Strategic thinking, analytical and problem-solving skills, with a rational, evidence-based approach to decision making
• Interpersonal and communication skills, including ability to influence and collaborate across different organisational levels, with excellent command of English
• Service-oriented, with emotional intelligence, empathy and understanding of public expectations and citizen needs
• Able to work independently and manage multiple projects effectively in a fast-paced and dynamic working with competing priorities
• On the job training will be provided.

Only shortlisted candidates will be notified.