Quality Analyst Executive - Singapore - Voyager Worldwide

Description

• Quality Management
• Assist the Quality Manager in fulfilling the role of ISO 9001 Management Representative for the entire organization.
• Oversee the Groupwide ISO Management System, including conducting periodic audits, facilitating management reviews, and maintaining core documentation such as objectives, improvement logs, business risk register, maintenance, and vendor management logs.
• Ensure the Quality Management System remains compliant and uptodate with the latest standards.
• Collaborate with crossfunctional teams to integrate quality management into various processes through the development of audit capabilities across the organization.
• Promote the integration of best practices for both inscope and outofscope ISO processes, utilizing customer feedback and incidents as learning opportunities through case studies.
• Manage and analyze relevant data metrics to identify improvement opportunities and drive continuous improvement initiatives.
• Customer Experience
• Support regional customer success teams in delivering an effective and efficient customer experience by monitoring and updating quality documentation, such as job manuals.
• Implement the systematic process for capturing customer feedback and driving continuous improvement across the customer success organization.
• Collaborate with IT and customer success leadership to maintain external and internal customerfacing metrics, ensuring consistent measurement of service levels.
• Based on internal Service Level Agreements (SLAs) performance for possible insights and recommendations on CS performance
• Monitor key performance indicators (KPIs) and escalate to respective stakeholders to ensure a quality focus and measure results for continuous improvement.
• Review credit note reports to identify system/process changes or additional training requirements.
• Support Customer Satisfaction Surveys, feedback analysis, and implement corrective actions as needed.
• Assist in the development and adoption of Global Freshdesk Business Processes, addressing exceptions and challenges with the Freshdesk team and internal stakeholders.
• Contribute to new business initiatives and projects, assessing their impact on Quality Management Systems and communicating necessary adjustments.

• At least 3 years' experience in handling QMS or equivalent
• Relevant Degree or Diploma in Business Administration/Quality Management & Systems/any other relevant field(s)
• Excellent IT skills with Proficiency in Microsoft Excel
• Proficiency in Microsoft Visio would be a bonus
• Internal auditor certification/experience will be highly appreciated
• Experience with customer service ticketing systems
• Experience with marine navigation software packages/systems
• Ambitious, customeroriented selfstarter with the ability to work autonomously and independently execute tasks and responsibilities
• Excellent written and verbal communication skills in English and verbal communication skills
• Additional knowledge in Japanese will be highly appreciated.
• A continuous learning mindset to stay updated with new standards, technologies, and best practices
• Analytical and problemsolving skills for analyzing complex data, identifying trends, and making datadriven decisions
• Attention to detail, accuracy, and precision to identify potential gaps or inconsistencies in processes, documentation, and data
• Confident and outgoing personality to successfully interact with stakeholders at all levels
• Continuous improvement mindset with a passion for addressing process failures and identifying root cause fixes
• Flexible approach to handling changing priorities and deadlines