Job Description

What the role is:
As Senior Manager / Manager (Quality Service Management), you will be part of the Corporate Communications team of the Communicable Diseases Agency (CDA).
You will be involved in developing and implementing quality service management initiatives and standards for CDA, contributing to the strategic objective of establishing proper corporate functions and administrative structures. You will also manage public enquiries and feedback during BAU and outbreaks.
You will be working in a fast-paced and dynamic environment that would require the ability to manage multiple priorities and stakeholders at the same time.
What you will be working on:
Establish and oversee comprehensive quality management frameworks and initiatives through standardised processes, procedures and performance metrics to ensure service excellence
Evaluate service performance through data analysis and customer insights to drive improvements across all service delivery channels
Collaborate with internal and external stakeholders to deliver consistent quality service outcomes
Manage day-to-day interactions with call centre vendor, handle complex cases for both calls and emails, and curate FAQs for vendor during BAU and outbreaks
What we are looking for:

• Background in business administration, quality service management, customer experience management, public relations, marketing communications, or a related field.

• 5 years in managing call centre ops, driving service quality initiatives and responding to public enquiries and feedback

• Service oriented, resilient, team player, excellent communication and written skills, problem-solving capabilities, deep understanding of customer needs

• As part of the shortlisting process for this role, candidates may be required to complete a medical declaration and/or undergo further assessment.

As part of the shortlisting process for this role, candidates may be required to complete a medical declaration and/or undergo further assessment.
About Communicable Diseases Agency:
The Communicable Diseases Agency (CDA) was established in 2025 as a statutory board under Singapore's Ministry of Health (MOH) to serve as the central authority for public health policymaking to manage and control the threat of communicable diseases. This is aimed at strengthening Singapore's public health capabilities built during the COVID-19 response to ensure a unified command and coordinated approach across all situations, from routine disease control to future outbreaks. CDA safeguards the nation from communicable diseases through disease surveillance, outbreak investigations, vaccination programs, public education, and global health collaboration. Beyond domestic activities, the CDA aims to expand Singapore's global outreach and foster collaboration with international partners.