Service Quality Officer | Govt Sector

Responsibilities• Monitor and manage customer feedback across multiple channels, including contact centre calls, email inboxes, and digital/traditional platforms • Support contact centre operations by monitoring and auditing cases and reports, and processing related payments • Work with system vendors to enhance and maintain the Customer Management System (CMS), including coordinating and tracking system improvements • Conduct regular service quality audits across feedback channels and case management processes to ensure compliance with service standards and guidelines • Track and analyse customer satisfaction metrics (e.g., surveys, app ratings) and recommend service improvements • Manage escalation processes for high-priority or complex cases and support inter-department issue resolution • Review and vet replies from operational divisions for quality and consistency • Support and implement service improvement initiatives and other assigned duties Requirements• Degree in Mass Communications, Marketing, Business, or related discipline • Minimum 3 years of relevant experience in customer service management, call centre operations, or service quality/quality assurance roles • Strong analytical, interpersonal, and communication skills • Experience in data analytics is an advantage "This is in partnership with the Employment and Employability Institute Pte Ltd (“e2i”). e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to RMA Group’s PDPA and e2i’s PDPA."