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