Senior Executive/ Assistant Manager, Quality & Capability Development

As a Senior Executive/ Assistant Manager, Quality & Capability Development under the Student Placement & Services Division, you will play an important role in ensuring that the MOE Customer Service Centre (CSC) operations comply with MOE’s Quality Management standards. You will also work with stakeholders to improve the quality of service delivery across all CSC channels via reviews of processes, systems, skills, and the design of effective service training resources for frontline staff.

• Design and create engaging learning materials and training assessments for frontline staff, including game-based learning methods to improve training effectiveness • Conduct regular audits of operational practices and processes to ensure adherence to MOE's Quality Management standards and implement improvements to drive consistency and enhance customer satisfaction • Review customer feedback to identify service gaps and develop initiatives that address issues whilst reinforcing operational strengths • Develop and implement initiatives to recognise and celebrate service achievements of frontline staff • Organise and manage training programmes and learning events to promote a quality service culture and continuous learning for the Customer Services Branch • Support procurement activities such as engaging and coordinating with vendors to conduct customer satisfaction surveys, service audits and team building/ training activities

• At least 3 years of experience in quality assurance (ISO 9000 or equivalent standards) or service capability development, preferably in a contact centre environment • Knowledge and/ or experience in training design and development of game-based learning modules would be an advantage • A highly organised team player with strong time management skills and attention to detail • Excellent written, presentation and interpersonal skills • Proficiency in Microsoft Office applications and familiarity with Government Procurement guidelines would be an advantage As part of the processing of your application, you may be required to undergo a medical examination that will be fully paid by MOE. You will be provided with instructions regarding the medical examination. Note: The medical examination is part of the selection process and does not indicate that you have been offered the appointment. If you are facing issues submitting your application through the Careers@Gov portal, please contact us at Careers.gov.technicalhelp@psd.gov.sg for assistance.