Overview
You will oversee the Quality Service Management (QSM) function of the organisation and ensure its efficient running and operations. You will be working closely with the Director of Operations to seek to achieve a high standard in service quality for the organisation through continuously uplifting service standards on the ground.
Responsibilities
- Drive service in line with organizational goals.
- Develop, monitor and review the organisational service framework.
- Build and maintain a culture that energizes and recognizes service professionals, and foster a culture of learning, improvement and innovation to deliver quality service.
- Identify organizational service gaps, and develop interventions and curate training to address the gaps.
- Plan organization-wide service quality initiatives and events to continually improve service standards.
- Develop organizational-wide service indicators for compliance.
- Work with stakeholders to improve organizational standings at national level surveys and accolades.
- Oversee the management of feedback, complaints, compliments and appeals. This includes working with heads of departments in investigations and facilitating family conferences and replies.
- Work with internal and external partners to execute special projects and advise in the area of service experience and customer journey.
Requirements
- Preferably degree, preferably in Service, Hospitality and/or Healthcare-related disciplines.
- Preferably 7 years of relevant experience in Quality Service in a healthcare setting.
- Strong knowledge and experience in customer relations management and quality service management.
By submitting any application or resume to us, you will be deemed to have agreed and consented to us disclosing your personal information to prospective employers for their consideration.
We regret to inform that only short-listed applicants will be notified.
Ailing
Dynamic Human Capital
Registration number R23114618 | EA Licence No: 12C6253
