[What the role is]
You will assist the Quality Service Department (QSD) to process stakeholders’ appeals and non-appeals, perform service recovery to ensure service quality issues are addressed effectively and efficiently under the Public Health Pillar in accordance to NEA service levels and service standards. It is a fast-paced environment that would require the ability to manage multiple priorities at the same time.
[What you will be working on]
You will be responsible for the following:
- Produce regular reports and make improvements to updates/ recommendations based on appeals and non-appeals received.
- Ensure consistency and quality of responses to private/public individuals and entities.
- Perform service recovery process to ensure service quality issues are addressed effectively and efficiently.
- Facilitate effective work processes within a team, with other departments in the organisation as well as other partners and various government agencies/bodies.
- Carry out and monitor service quality improvement projects and initiatives in collaboration with internal stakeholders.
- Develop/review strategies and work processes for effective service delivery to stakeholders within the service levels.
- Develop data visualisation for both internal and external stakeholders to aid recommendations for operational planning, review of service strategies/ policies, and service delivery improvements.
- Evaluate the impact of digital technology/tools on improvements in service experience and productivity.
- Prepare basic analysis and reports on service quality metrics.
- Conduct audit to ensure processes are followed.
[What we are looking for]
Requirements:
- Keen interest in environmental public health.
- Meticulous, positive team player and can work well with others.
- Possess patience and good listening skills.
- Good interpersonal skills and able to work well under pressure
- Able to multi-task and work independently.
- Excellent written and communication skills.
- Good presentation and analytical skills.
- Good command of English
- Able to quickly identify and resolve issues within the department or with external parties.
- Proficient in Microsoft Office application
- Possess working knowledge for building data set, advanced techniques, software for data analytics and data visualisation (e.g. Qilksense).