4,220 Service Quality jobs in Singapore

Responsibilities

1. Handling feedback, complaints and enquiries:

· Attend to general telephone enquiries, emails and walk-in enquiries at hospital front lobby counter

· Monitor CRM cases and ensure timely closure.

· Resolve feedback/complaints as assigned by supervisors.

· Draft service replies for supervisor vetting.

2. Patient engagement:

· Collect feedback forms from all feedback boxes on weekly basis, and assist to resolve all general feedback.

· Identify and assess patient’s needs through feedback forms collected.

· Present complex feedback to supervisor for next course of action.

· Perform ward walk-about to garner feedback (Written & Verbal), and help to improve patients’ satisfaction on service lapses.

· Collate compliments received from NOK/Patients

3. Documentation & records keeping:

· To collate monthly compliments based on individual departments

· To collate monthly complaints based on individual departments

· To provide the monthly figures of compliments & complaints with contents to respective HODs

· To identify and provide figures on recurring trends or spikes in feedback to supervisors for assessment

· Compile physical records on a monthly basis

4. Manage front lobby Level 1 counter:

· Oversee overall condition of Level 1 Lobby (Cleanliness, wet weather conditions) to ensure visitor safety and experience.

· Receive non-monetary donations.

· Sort mail for respective departments.

5. Conduct Hospital Tours:

· Contact visitors to schedule visits.

· Conduct tour with Introduction of hospital facilities (Eg. Day Rehab, Dialysis Centre) and attend to inquiries from visitor.

· Inform Admission team to follow up on request by visitors.

Requirements

• Minimum A-level with 6 years of relevant experience.

• Proficient in Microsoft Office.

• Team player with good interpersonal and communication skills.

• Service-oriented and adaptable

Join to apply for the Associate, Service Quality role at Ang Mo Kio- Thye Hua Kwan Hospital

4 days ago Be among the first 25 applicants

Responsibilities include:

• Handling feedback, complaints, and enquiries at the hospital front lobby counter via phone, email, and walk-ins
• Monitoring CRM cases and ensuring timely closure
• Resolving feedback and complaints as assigned by supervisors
• Drafting service replies for supervisor review
• Collecting and resolving feedback from feedback boxes weekly
• Assessing patient needs through feedback forms
• Presenting complex feedback to supervisors for action
• Conducting ward walk-abouts to gather feedback and improve patient satisfaction
• Collating compliments and complaints monthly by department
• Providing feedback trend reports to HODs
• Managing the Level 1 lobby condition and safety
• Receiving non-monetary donations
• Conducting hospital tours and responding to visitor inquiries

Requirements:

• Minimum A-Level with 6 years of relevant experience
• Proficient in Microsoft Office
• Team player with good interpersonal and communication skills
• Service-oriented and adaptable

Additional details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industry: Hospitals and Health Care

The Service Quality Associate (SQA)act as the media between internal partners and residents as well as their families. The SQA is to maintain high standards of care and service delivery, promoting residents’ well-being, and ensuring a conducive living environment for residents, through gathering feedback and working with internal partners.

Work Location: Senja Care Home

Client Care Management

• Act as the point of contact to interact and gather feedback from residents and their families to understand their needs and preferences.
• Work towards resolving issues and ensuring a positive outcome for all parties involved.
• Collaborate with internal partners within the care home to ensure a cohesive and collaborative approach to resident care and service delivery.
• Identify and share areas of improvement and provide recommendations.

Training and Activity Management

• Coordinate and deliver in-service talks to residents and staff.
• Encourage residents to participate in activities and events for their health well-beings.

Service Quality

• Monitor and evaluate the quality of care provided to residents by conducting regular assessments, audits and surveys.
• Identify areas for improvement and recommend strategies to enhance the quality of services.
• Implement initiatives to enhance resident satisfaction and improve the overall residentexperience.
• Prepare reports for management and regulatory agencies as required.
• Ensure that the care home complies with all relevant regulations, policies, and procedures. Stay abreast with industry standards and best practices to maintain compliance.
• Escalate to HOD or Senior Management Team (SMT) for feedback that warrants immediate attention or has insinuation of escalation to public forum or media.
• Track all visits, feedback, recommendations and report at Vanguard Rehab and Clinical Meeting (VRCM) platform or any other platforms when necessary or required.

Administration

• Maintain accurate records of quality assurance activities, resident feedback, and compliance measures.

Requirements

• Diploma / GCE “A” level / GCE “O” level / GCE “N” level in a relevant discipline
• Possess at least 1 - 2 years working experience in Service Quality function or quality improvement programmes in healthcare or similar setup.
• Those with experience in Nursing Homes and/or long-Term Care Facility would be of added advantage
• Ability to interact in at least 2 of the languages/dialects such as Malay, Mandarin or Tamil to communicate with the clients and families.
• Effective interpersonal, engagement and follow-up skills
• Detail-oriented
• Passion for quality and ageing issues
• Good written and verbal communication skills

Join to apply for the Associate, Service Quality role at Ang Mo Kio- Thye Hua Kwan Hospital

1 day ago Be among the first 25 applicants

Responsibilities include:

• Handling feedback, complaints, and inquiries:
• Attend to general telephone inquiries, emails, and walk-in inquiries at the hospital front lobby counter
• Monitor CRM cases and ensure timely closure
• Resolve feedback/complaints as assigned by supervisors
• Draft service replies for supervisor vetting
• Collect feedback forms from all feedback boxes weekly and assist in resolving all general feedback
• Identify and assess patients’ needs through feedback forms
• Present complex feedback to supervisor for action
• Perform ward walkabouts to gather feedback and improve patient satisfaction
• Collate compliments received from NOK/Patients

Documentation & records keeping:

• Collate monthly compliments and complaints by department
• Provide monthly figures of compliments & complaints to HODs
• Identify trends or spikes in feedback for assessment
• Compile physical records monthly

Manage front lobby Level 1 counter:

• Oversee lobby condition for safety and experience
• Receive non-monetary donations
• Conduct hospital tours, including scheduling and guiding visitors, and addressing inquiries

Requirements:

• Minimum A-Level with 6 years relevant experience
• Proficient in Microsoft Office
• Team player with good interpersonal and communication skills
• Service-oriented and adaptable

Additional details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industry: Hospitals and Health Care

This job posting is active. Referrals can increase your chances of interviewing.

The Service Quality Associate (SQA)act as the media between internal partners and residents as well as their families. The SQA is to maintain high standards of care and service delivery, promoting residents’ well-being, and ensuring a conducive living environment for residents, through gathering feedback and working with internal partners.

Work Location: Senja Care Home

Client Care Management

• Act as the point of contact to interact and gather feedback from residents and their families to understand their needs and preferences.
• Work towards resolving issues and ensuring a positive outcome for all parties involved.
• Collaborate with internal partners within the care home to ensure a cohesive and collaborative approach to resident care and service delivery.
• Identify and share areas of improvement and provide recommendations.

Training and Activity Management

• Coordinate and deliver in-service talks to residents and staff.
• Encourage residents to participate in activities and events for their health well-beings.

Service Quality

• Monitor and evaluate the quality of care provided to residents by conducting regular assessments, audits and surveys.
• Identify areas for improvement and recommend strategies to enhance the quality of services.
• Implement initiatives to enhance resident satisfaction and improve the overall residentexperience.
• Prepare reports for management and regulatory agencies as required.
• Ensure that the care home complies with all relevant regulations, policies, and procedures. Stay abreast with industry standards and best practices to maintain compliance.
• Escalate to HOD or Senior Management Team (SMT) for feedback that warrants immediate attention or has insinuation of escalation to public forum or media.
• Track all visits, feedback, recommendations and report at Vanguard Rehab and Clinical Meeting (VRCM) platform or any other platforms when necessary or required.

Administration

• Maintain accurate records of quality assurance activities, resident feedback, and compliance measures.

Requirements

• Diploma / GCE “A” level / GCE “O” level / GCE “N” level in a relevant discipline
• Possess at least 1 - 2 years working experience in Service Quality function or quality improvement programmes in healthcare or similar setup.
• Those with experience in Nursing Homes and/or long-Term Care Facility would be of added advantage
• Ability to interact in at least 2 of the languages/dialects such as Malay, Mandarin or Tamil to communicate with the clients and families.
• Effective interpersonal, engagement and follow-up skills
• Detail-oriented
• Passion for quality and ageing issues
• Good written and verbal communication skills

Join to apply for the Associate, Service Quality role at Ang Mo Kio- Thye Hua Kwan Hospital

4 days ago Be among the first 25 applicants

Responsibilities include:

• Handling feedback, complaints, and enquiries at the hospital front lobby counter via phone, email, and walk-ins
• Monitoring CRM cases and ensuring timely closure
• Resolving feedback and complaints as assigned by supervisors
• Drafting service replies for supervisor review
• Collecting and resolving feedback from feedback boxes weekly
• Assessing patient needs through feedback forms
• Presenting complex feedback to supervisors for action
• Conducting ward walk-abouts to gather feedback and improve patient satisfaction
• Collating compliments and complaints monthly by department
• Providing feedback trend reports to HODs
• Managing the Level 1 lobby condition and safety
• Receiving non-monetary donations
• Conducting hospital tours and responding to visitor inquiries

Requirements:

• Minimum A-Level with 6 years of relevant experience
• Proficient in Microsoft Office
• Team player with good interpersonal and communication skills
• Service-oriented and adaptable

Additional details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industry: Hospitals and Health Care

The Executive, Service Quality, supports the Learning & Service Quality Team within the Hospitality Business Group. This role is responsible for driving service excellence by supporting service audit processes, promoting service culture initiatives, and managing departmental operations and reporting.

Departmental Operations

• Oversee and maintain inventory and asset records for the department
• Monitor departmental expenses to ensure compliance and budget control

Service Audits

• Support quarterly Service & Brand Standard Audits across all FEH properties, including data collation and report generation
• Coordinate and consolidate action plans from individual properties
• Propose improvements to the audit process by leveraging digital tools and technologies

Service Culture & Engagement

• Assist in driving corporate culture initiatives through onboarding and engagement programmes
• Plan and support colleague engagement campaigns and service recognition initiatives

Content & Communication

• Research and curate service-related content for internal publications such as Daily Dose
• Support training programmes through logistics coordination, materials preparation, and post-training follow-up

Others

• Participate in cross-functional projects or initiatives as assigned by the Head of Department

Requirements

• Diploma or Degree in Hospitality, Business, or related discipline (Fresh graduates welcome)
• Minimum 1 year of relevant working experience in Customer Service or Hospitality is an advantage
• Passionate about service excellence and continuous learning
• Strong analytical skills with attention to detail and a results-oriented mindset
• Excellent written and verbal communication skills (in English Language) with strong interpersonal abilities
• Proficient in Microsoft Excel, PowerPoint, and Word
• Familiarity with data analytics tools and digital reporting methods
• Awareness and interest in Generative AI and its application in service and learning

The primary goal of this role is to oversee and respond to patient feedback, ensuring prompt closure and accurate documentation in the Feedback Management System.

• Coordinate investigations with clinics/departments and draft formal responses, escalating complex cases as necessary.
• Analyse feedback data and prepare quarterly reports for senior management, highlighting key trends and areas for improvement.

This position requires a strong passion for service excellence and excellent interpersonal, oral, and written communication skills. The ideal candidate will possess a Bachelor Degree Level, 2 – 3 years' experience in service or hospitality, preferably with healthcare experience.

• Develop and implement service quality initiatives, patient focus groups, surveys, and mystery audits to drive continuous improvement.
• Organise recognition programmes and Quality Day events to foster a culture of excellence within the organisation.
• Lead cross-functional teams to identify service gaps and propose improvements, training, and initiatives to address these gaps.

Proficient in MS Office (Excel, PowerPoint) with advanced data analysis skills are required. This role also involves analysing feedback data to inform business decisions and develop strategies for service excellence.

Responsibilities

1. Handling feedback, complaints and enquiries:

· Attend to general telephone enquiries, emails and walk-in enquiries at hospital front lobby counter

· Monitor CRM cases and ensure timely closure.

· Resolve feedback/complaints as assigned by supervisors.

· Draft service replies for supervisor vetting.

2. Patient engagement:

· Collect feedback forms from all feedback boxes on weekly basis, and assist to resolve all general feedback.

· Identify and assess patient's needs through feedback forms collected.

· Present complex feedback to supervisor for next course of action.

· Perform ward walk-about to garner feedback (Written & Verbal), and help to improve patients' satisfaction on service lapses.

· Collate compliments received from NOK/Patients

3. Documentation & records keeping:

· To collate monthly compliments based on individual departments

· To collate monthly complaints based on individual departments

· To provide the monthly figures of compliments & complaints with contents to respective HODs

· To identify and provide figures on recurring trends or spikes in feedback to supervisors for assessment

· Compile physical records on a monthly basis

4. Manage front lobby Level 1 counter:

· Oversee overall condition of Level 1 Lobby (Cleanliness, wet weather conditions) to ensure visitor safety and experience.

· Receive non-monetary donations.

· Sort mail for respective departments.

5. Conduct Hospital Tours:

· Contact visitors to schedule visits.

· Conduct tour with Introduction of hospital facilities (Eg. Day Rehab, Dialysis Centre) and attend to inquiries from visitor.

· Inform Admission team to follow up on request by visitors.

Requirements

• Minimum A-level with 6 years of relevant experience.
• Proficient in Microsoft Office.
• Team player with good interpersonal and communication skills.
• Service-oriented and adaptable