Job description
Requirements:
- At least 5 years of experience in customer service and/or operationalising system improvement for Quality Service functions
- Experience in applied Design Thinking is a plus
- Possess strong interpersonal and analytical skills
- Proficient in PowerBI or Qliksense
Job Description:
- Analyse quality service results from staff service satisfaction survey and existing KPIs to identify gaps.
- Perform service delivery processes stocktake for the staff.
- Perform customer service journey mapping and identify opportunities for improvement.
- Redesign customer-centric KPIs to help bridge expectation-perception gaps.
- Develop and implement digital solution to integrate quality service data points into a single system to facilitate analysis.
- Analyse the available tools and systems and recommend suitable ones to enhance the process and improve on Quality Service standards.
- Develop Quality Service Dashboard for the staff Develop Quality Service Manual, which will serve as the “how-to” roadmap for meeting Quality Service Standards for the staff.
- At least 5 years of experience in customer service and/or operationalising system improvement for Quality Service functions
- Experience in applied Design Thinking is a plus
- Possess strong interpersonal and analytical skills
- Proficient in PowerBI or Qliksense
Job Description:
- Analyse quality service results from staff service satisfaction survey and existing KPIs to identify gaps.
- Perform service delivery processes stocktake for the staff.
- Perform customer service journey mapping and identify opportunities for improvement.
- Redesign customer-centric KPIs to help bridge expectation-perception gaps.
- Develop and implement digital solution to integrate quality service data points into a single system to facilitate analysis.
- Analyse the available tools and systems and recommend suitable ones to enhance the process and improve on Quality Service standards.
- Develop Quality Service Dashboard for the staff Develop Quality Service Manual, which will serve as the “how-to” roadmap for meeting Quality Service Standards for the staff.