Deputy / Assistant Manager, Service Quality Operations

About the role

The Quality Service Operations team is looking for a highly motivated, service-oriented professional to help improve customer experience through public feedback management, service training and quality assurance. The role calls for strong communication and analytical skills, the ability to assess and approve customer responses, build service capability frameworks and run audits to uphold service standards.

Key responsibilities

• Public feedback management: review, vet and approve responses to public feedback and customer enquiries, guide frontline teams on handling feedback and service recovery, and identify recurring concerns and emerging issues.
• Service training and capability development: design and deliver training programmes, facilitation materials, guides, toolkits and multimedia learning resources, evaluate training effectiveness, and work with stakeholders to close competency gaps.
• Service quality audits and governance: design and maintain an audit framework, audit customer correspondence and service interactions, analyse findings, support corrective actions and track quality performance indicators.

Required profile

• Degree in English, Communications, Public Relations, Business or a related discipline.
• At least 3 years of relevant experience in customer service, service quality, service training, communications or related fields.
• Excellent written and spoken English, with strong editing and business writing skills.
• Ability to assess, review and refine written customer communications.
• Experience developing training frameworks, curricula or learning programmes.
• Analytical, meticulous, and able to work in a collaborative, fast-paced environment.

Required skills

• Microsoft Office
• Instructional design, adult learning or facilitation (advantage)
• Video production, editing or multimedia content creation (advantage)
• Familiarity with CX, service excellence frameworks or quality management systems (advantage)