Working Hours: 5 days work week across Monday to Sunday, Up to 44 hours per week (based on roster) · Work Location: Central

• Support Project Manager in attaining holistic objectives of the assigned surveys.
• Lead a team of Survey Officers to achieve service levels for assigned surveys within timeline.
• Ensure the team attains their daily Key Performance Indicators (KPIs).
• Be the subject matter expert for assigned surveys.
• Handle incoming hotline and mailbox enquiries to resolve respondents’ issues if needed.
• Ensure survey data are accurately keyed into the system via audits.
• Handle escalations/complaints cases via service recovery calls.
• Assist Quality Service Manager in escalations/complaints via incident reporting, findings, and future preventive measures.
• Conduct field visits with junior team members for survey collection.
• Conduct call audits to ensure com...