Executive / Senior Executive, Service Quality Assurance (TEL)

Job Purpose

Support the team to foster a culture of empathy and excellence among frontline staff, driving a WeCARE mindset that consistently delivers lovable experiences for our commuters.

Responsibilities

Executive, Service Quality Assurance (SQA) duties and responsibilities are as listed below.  Note that the list is not comprehensive and related duties and responsibilities may be assigned from time to time.

 Support alignment and implementation of Trains’ CCESE initiatives and activities.

1. Liaise with the Customer Relations & Investigation Officer to assist in commuters feedback and investigation, and support Investigation Officers to close the cases timely and accurately.
2. Track and compile commuter engagement and service quality metrics such as from Integrated Feedback System (IFS) and social media.
3. Support the nomination of staff for recognition and rewards programme to encourage and reinforce WeCARE behaviours, such as:
   1. Issuance of Letter of Appreciation, and Letter of Commendation
   2. Quarterly Trains Award; and MySMRT Service Excellence Award
   3. National Kindness Award; SCDF and SPF awards
4. Support training and development programmes to foster empathy and excellence among frontline staff, such as:
   1. Service Champions
   2. Service scripts; trainings; and engagement
5. Support events and crowd management activities.
6. Any other assigned tasks from supervisors.

Qualifications & Work Experience

• Diploma or Degree in any discipline preferably in business (operations management).
• Experience in the service or railway industry is preferred.

Skills

• Commitment to Safety and Kaizen.
• Strong analytical and problem-solving skills with the ability to analyze data & reports.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with various stakeholders.
• Proficiency in Microsoft Office and data analysis tools.
• Excellent command of written & spoken English.
• Able to work independently, as well as part of a team.