Service Quality Sr Executive (C/S Excellence, Quality Standards and Improvement)

Recruit Express Pte Ltd| Date Posted: 26-Oct-2020
EA Licence No: 99C4599|EA Personal Registration No: R1551708
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Job Nature:
Permanent, Contract
Position Level:
Experienced, Manager
Diploma, Bachelor's / Honours, Masters / PhD

Job Description

  • Provided timely clerical support to the QS Manager and generated accurate and presentable internal and external reports (Ministry of Health (MOH)-MP Report, Bulletin Report, Divisional Reports for CEO, CMB, COO, CFO, CDO and other Division Heads, Balanced Scorecard Report, Data Warehouse Report, etc).
  • Took notes and undertook necessary actions during CEO/Senior Management walkabouts to wards, service areas.
  • Provided solutions to service areas for complaints, rendered service recovery to patients/caregivers and drafted reply letters to feedback/Member of Parliament (MP) appeals.
  • Liaise with other departments and institutions.
  • Lead coordinator for regular Patient Focus Group sessions (logistics, etc).
  • Coordinator for hospital and institution-wide events.
  • Updated and uploaded Policy & Procedure into Intranet.
  • Designed monthly Service Quality highlight slide for internal email blast.
  • Despatched MP appeals to service areas, monitored status of replies and checked accuracy of details in reply letters.
  • Assisted the QS Manager with routine follow-up for Patient Feedback Forms.
  • Compiled feedback documentation for filing and provided timely case status information to staff maintaining the feedback database.
  • Backup to take calls, answer general enquiries through the QSM line and attend to walk-in customers for complaint/feedback.
  • Maintained the filing system for the Department (except filing of feedback documentation).
  • Assisted with data-entry for Patient Feedback Forms to ensure deadlines for data capture are met.
  • Ensure compliance to department deadlines and other Key Performance Indicators as shall be set and communicated from time to time.
  • Knew the department's workflow and processes well.
  • Other assignments as required.



  • Min Degree in any field
  • Experience in front line customer service and Quality Standards and Improvement for 2 years would be at an advantage
  • Enjoys meeting and helping people
  • Proficient in MS Office Applications


If you are interested in the position, do kindly drop your most updated to [Click Here to Email Your Resume]  (Attn: Quality Sesrvice Sr Exec)

Thank You.

Leon Leong De Cong
EA License: 99C4599

Recruit Express Pte Ltd

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