Position: Survey Experience Quality Manager
Work duration: Till 31 December 2024 (Renewable depending on performance and project)
Working hours: Monday – Thursday: 8.30am – 6pm, Friday: 8.30am – 5.30pm
Work location: Clarke Quay area / Revenue house
This role reports directly to the Head of Quality team – Survey Experience Manager (Quality and Inbound) and the main supporting pillar to improve quality excellence, standards and compliance for all business lines.
This incumbent is also responsible for handling escalations and react to negative feedbacks from survey respondents.
- Provide support to Survey Experience Manager (Quality and Inbound) in strategic analysis, planning and execution for quality, standards and compliance policies.
- Work closely with the various project managers encompassing Inbound and Outbound to develop quality service and SOPs.
- Ensure Quality Service KPIs are met consistently.
- Manage all email mailboxes and ensure all enquiries, feedback and request are promptly addressed.
- Ensure the team to fulfil the service level agreement by responding to all emails within 3 working days turnaround time and ensure prompt follow up on cases
- Organise internal call calibration sessions with key stakeholders and Project Managers.
- Determine trends, challenges and lapses in various business lines and playing a key solutions provider role.
- Assist Survey Experience Manager (Quality and Inbound) in punctual and accurate reporting to all relevant stakeholders.
- Perform any other relevant adhoc duties as assigned.
