Survey Quality Manager (UP7500 | Gov | Contract)

Duration: 1 Year Contract (extendable/convertible based on performance & business needs)

Location: Clarke Quay (On-site)

Working Hours: 8.30AM - 6.00PM (Mon - Thurs), 8.30AM - 5.30PM (Fri)

Salary: Up to $7,500

Role Overview

This role leads a quality service team to ensure high service standards, effective escalation management, and strong stakeholder communication across survey operations.

Key Responsibilities

• Lead and manage a team to meet service levels and performance targets
• Plan workforce needs, set KPIs, and manage daily operations
• Drive quality standards across inbound and outbound survey services
• Manage internal and external escalations, including investigations and service recovery
• Work closely with stakeholders to align service expectations and timelines
• Conduct call audits, quality checks, and process improvements
• Improve email templates and service workflows for better efficiency
• Coach, mentor, and develop team members
• Prepare regular reports for management and stakeholders
• Support performance reviews, talent retention, and recognition initiatives
• Handle ad-hoc duties as required

Note: Must complete required training and pass assessment before deployment

Requirements

• Degree in a related field (or strong relevant experience)
• Min. 5 years of quality service experience, including at least 2 years in a managerial role
• Experience in service delivery, performance metrics, or operations management
• Must have background in call centres / bank, data processing, or statistics
• Proficient in MS Word, Excel, and PowerPoint
• Able to work in a fast-paced environment and manage high service volumes
• Singaporeans only

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EA Reg. ID: R25157446 (Katherine Carlen)

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