Job Description

Senior Service Quality Officer, Training Development




Job Purpose
Responsible to coordinate with stakeholders on training needs and develop inclusivity topics. The incumbent is also involved in organising and contextualising SIA training for Train Ops, conduct refresher service training and assist recognition team with awards write up for service awards submission.



Responsibilities
This role involves training development, WSQ framework knowledge with ACTA or ACLP qualifications. Note that the list is not comprehensive and related duties and responsibilities may be assigned from time to time.
As part of a dynamic team, you will be working in a fast-paced environment to:
Responsibilities
1) Engagement with SSAs to develop inclusivity topics and conduct training Conduct focus group discussion to identify learning needs

• Conduct inclusive training and teach frontline staff how to handle people with special needs
• Ensure staff are able to understand the different methods of engagement for the types of disabilities

2) Organise and contextualise SIA training for Train Ops Archive service stories @LEARN

• Organise SIA training for Trains Ops and ensure best practices are captured in the system to further explore developing SOPs in induction

3) Conduct half yearly refresher training

• Conduct half-yearly refresher training for the weaker frontline performer
• Ensure assessment are completed and service gaps closed
• Provide feedback to station operations directors on staff performance

4) Help out with awards write-up

• Assist service recognition team to prepare for awards write up during the peak season in Feburary, June, July, August and November.

Qualifications & Work Experience
Qualifications and work experience include:

• NITEC or Diploma in retail, service operations, business related programmes
• ACLP/ACTA is mandatory
• More than 5 years of experience in frontline service if NITEC graduate
• More than 3 years of experience in frontline service if diploma graduate
• Strong in presentation skills and confident individual to engage with frontliners

Skills
Technical skills include:

• Microsoft office tools (Word, Excel, Powerpoint)
• Basic creative knowledge and ability to use Canva for basic artwork

Generic skills include:

• Meticulous attention to details with excellent planning and coordination skills
• Multi-tasker with demonstrated abilities to manage tight timelines and cross-functional teams
• Resourceful and able to work with internal and external stakeholders
• Good deposition of service-oriented mindset

SMRT Trains Ltd was incorporated in 1987 and operates Singapore’s first mass rapid transit system. Today, we manage and operate train services on the North-South Line, East-West Line, the Circle Line, the Thomson-East Coast Line, and the Bukit Panjang Light Rail Transit. With over 5,000 employees, more than 250 trains, and 141 km of rail tracks across 108 stations, we serve millions of commuters daily.