Job Description
- Monitor and evaluate service quality based on SLA, KPI, and service standards.
- Identify gaps, perform root cause analysis, and drive continuous improvement initiatives.
- Develop and coordinate capability programs (training, coaching, knowledge sharing).
- Manage and maintain Knowledge Center (SOP, policies, and learning materials).
- Ensure documentation is structured, updated, and easily accessible.
- Analyze performance trends and prepare reports with actionable insights.
- Support governance activities including audits and management reviews.
Qualifications
- Bachelor's degree in Management, Psychology, Communication, or related field.
- 4–6 years of experience in operations, service quality, process improvement, or capability development.
- Experience in service quality (SLA, KPI, service standards).
- Strong in performance analysis, reporting, and root cause analysis for continuous improvement.
- Experience in training needs analysis & knowledge management.
- Proficient in Excel / data analysis tools (dashboard is a plus).
Only shortlisted candidate will be contacted.
