Service Quality & Improvement Lead

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The Service Quality & Improvement Lead (SQIL) is responsible for establishing and maintaining high service quality standards in Service Desk and Managed Services Unit. SQIL will work closely with Service Desk Manager/Assistant Managers/Team Leads & Service Delivery Managers to achieve this purpose.

  • Act as a point of contact for quality matters.
  • ordinate delivery of a consistent and uniform high quality service to customers.
  • Regularly inspect, sample & audit the entire incident management process.
  • Review the current quality control policies and design plans to improve upon the existing quality standards.
  • Determine, document & closely monitor any areas that may need improvement.
  • Ensure teams compliance with national and international quality standards and benchmark.
  • Actively participate in internal, external and client audits, where required.
  • Support business improvement initiatives for the accounts (ie ISO certifications, Six Sigma Projects, ITIL processes)
  • Ensure effective communication of quality-related activities and information
  • Promote quality improvement activities
  • Job Requirement / Qualification

    • Minimum - Diploma in IT/Business Studies or equivalent.
    • Preferably with ITIL v3/ Process Mapping/Process Management/QMS/Quality Audit/7QC Tools/ISO 9001/20000 certification or knowledge.
    • Fluent in written & spoken English.
    • Excellent analytical abilities to grasp the key points from complicated details.


    General CV submission 


    Country: Singapore
    Employment Type: Full time
    Salary: Open