Senior Executive(Service Quality), Quality Service Management, Patient Experience Office

The function of Quality Service Management (QSM) is critical in the consistent delivery of the highest standards in Patient Experience and increasing positive advocacy for Woodlands Health (WH).  

We are seeking a highly analytical and detail-oriented individual to join our team as a Service Quality Analyst. In this role, you will be responsible for assessing and improving the quality of services provided by our organization through comprehensive survey analysis and feedback mechanisms.

As a key driver of the WH Service Quality & Evaluation Framework, this role will assist in research design, data collection and analysis to produce actionable insights and meaningful reports. You will be involved in all aspects of proposal design, project coordination, moderation of focus group discussion, interviews, analysis and reporting.

You will partner with stakeholders and manage the operationalisation of survey plans to deliver the desired WH service quality levels consistently.  You will also communicate findings to internal and external stakeholders, as part of feedback ecosystem for quality service.

MAJOR DUTIES & RESPONSIBILITIES

Specific

1. Implement and manage surveys to collect feedback from customers regarding their satisfaction with our services.
2. Identify and study survey data to identify trends, patterns, and areas for improvement in service quality.
3. Collaborate with cross-functional teams to develop action plans and initiatives based on survey findings to enhance overall service quality.
4. Monitor key performance indicators (KPIs) related to service quality and provide regular reports to management.
5. Conduct root cause analysis of service issues and recommend corrective actions to address them.
6. Continuously evaluate and refine survey methodologies to ensure relevance and effectiveness.
7. Serve as a subject matter expert on service quality, providing guidance and support to internal teams as needed.
8. Stay updated on industry best practices and emerging trends in service quality measurement and management 

   General

9. To manage feedback and related administrative tasks.
10. Support PEO as representative in events/ committees as relevant

JOB REQUIREMENTS

Education / Training / Experience

1. Have spent 4 years in customer/client servicing or feedback management role.
2. Possess good writing and interpersonal skills
3. Good Microsoft office skills
4. Experience in healthcare or hospitality sector is a bonus

ATTRIBUTES

1. Excellent communication skills, both verbal and written, with the ability to convey information clearly and professionally.
2. Strong interpersonal skills and the ability to empathize with customers while remaining calm and composed under pressure.
3. Analytical mind-set with the ability to investigate issues, identify trends, and develop appropriate solutions.
4. Ability to work independently as well as collaboratively within a team environment.
5. Commitment to providing exceptional customer service and maintaining high standards of professionalism and integrity.

OTHERS

1. Collaborative
2. Proactive attitude