Manager, Service Quality & Training

Job Description

The Manager, Service Quality & Training plays a pivotal role in partnering with cross-functional leadership, Operations, and Customer Service teams to drive organizational service excellence initiatives. Analyze operational workflows to identify performance gaps, eliminate process bottlenecks, and implement robust corrective and preventive action plans.

The incumbent is responsible for designing and executing customer research initiatives across multiple channels to gather insights such as key behaviors, preferences, and pain points that inform strategic business decisions.

In addition, formulate and execute strategic training roadmaps aligned with business objectives. Implement modern learning management platforms, digital tools, and structured On-the-Job Training (OJT) frameworks for frontline staff while ensuring full ISO 9001 compliance to foster an agile, high-performing workforce.

Service Quality and Strategic Quality Governance

• Track daily, monthly, and annual operations performance. Conduct analysis of the results, translate the findings into easy-to-understand reports or presentations for management.
• Customer Service response time and tracking of the various Service Levels and ways to improve the process to make it more efficient and effective to respond to customers.
• Work closely with subject matter experts and operation teams to develop and implement plans. Responsible for gathering data and monitoring service levels.
• Lead the weekly Service Quality Meeting with all internal stakeholders e.g Operations and Customer Service teams to discuss cases and follow-up on all tracking activities and follow-up corrective/ preventive actions.
• Identify gaps and work closely with subject matter experts, Operations, Information Technology to develop and implement plans and provide recommendations on ways to improve productivity and customer.
• Oversee external audit vendors and regulate compliance monitoring to prepare comprehensive monthly and quarterly regulatory reports.

Customer Insights & Analysis

• Lead the collection, analysis, and interpretation of quantitative and qualitative customer data from various sources (e.g., Customer Satisfaction, Net Promoter Score surveys, Top Call Drivers from enquiries, etc).
• Identify key trends, patterns, and actionable insights to enhance customer satisfaction, loyalty, and retention.
• Lead root cause analysis for service failures, implement corrective and preventative actions, and track the effectiveness of these strategies
• Champion initiatives to increase CSAT and NPS metrics by redesigning workflows and refining cross-departmental service standards.
• Create detailed reports and interactive dashboards to communicate key findings and recommendations to senior management and cross-functional stakeholders effectively.

Training & Organizational Development

• Implement digital learning initiatives for frontline operational roles-including Mail Ambassadors, Parcel Ambassadors, Service Ambassadors, and Customer Service Officers-to build essential job skills and expertise.
• Lead the design and delivery of core organizational programs for these frontline roles.

Requirements

• Bachelor’s degree in Marketing, Business, Statistics, or a related field.
• 5 years of relevant experience in Service Quality, Training and Development, or related fields and leading teams.
• Strong interpersonal, stakeholder engagement, and communication skills, with the ability to collaborate effectively across all organizational levels.
• Strong analytical and problem-solving skills, with keen attention to detail in data analysis, root cause identification, trend evaluation, and process improvement.
• Good understanding of adult learning methodologies and service quality frameworks.
• Proven ability to identify complex operational challenges and develop and implement scalable, effective solutions.
• Results-oriented, customer-focused, and emotionally intelligent, with a proactive and positive approach to problem-solving.
• Demonstrated leadership, adaptability, and resilience in driving organizational change and performing effectively under pressure.
• Strong organizational, multitasking, and prioritization skills, with the ability manage competing priorities in a dynamic, fast-paced environment.
• Self-motivated, accountable, and committed to continuous learning and professional development.