📍 Location: Suntec
💰 Salary: $4,000 – $5,000/month
🕐 Employment Type: Full-Time
🇸🇬 Open to Singaporeans
About the Role
We are looking for a QA Lead with strong experience in contact centre operations to champion service quality and performance excellence. The ideal candidate will be responsible for implementing and managing the quality assurance framework, coaching CSOs, and ensuring adherence to service standards.
Key Objectives
- Develop a Service Quality Plan
outlining QA measures, accountability methods, KPIs, quality management, and evaluation processes.
- Foster a service quality mindset
among Customer Service Officers (CSOs) and promote a strong service culture.
- Integrate survey scripts
and conduct customer satisfaction surveys
to support service audits.
- Analyze survey results and drive continuous improvement initiatives.
- Provide 1-on-1 coaching
to CSOs on service quality standards.
- Conduct monthly or ad-hoc internal audits
to ensure compliance with public service protocols and KPIs.
- Conduct transaction monitoring audits
based on agreed marking guidelines.
- Identify outliers and arrange coaching sessions
for non-compliance.
- Create and distribute innovative quality initiatives(e.g. infographics).
- Conduct investigations and implement corrective actions
where non-conformities are found.
- Collaborate with internal stakeholders (e.g. CCM, Trainer, Team Leaders) on quality and reward initiatives.
- Perform post-call survey validations, and follow up on low-rated feedback.
- Validate compliments, track errors, and compile feedback for submission.
- Analyze QA data to identify recurring errors or trends.
- Provide regular QA reports
to stakeholders in a timely manner.
- Provide training support
during the Trainer’s absence.
- Prior experience in a contact centre environment
is strongly preferred.
- Proven experience in QA monitoring, coaching, and auditing.
- Strong communication, analytical, and reporting skills.
- Ability to manage multiple tasks with attention to detail and quality.
- Passion for driving service excellence
and continuous improvement.
Please note: Due to the anticipated high volume of applications, only shortlisted candidates will be contacted. All information provided will be treated with strict confidentiality and used solely for recruitment purposes.
Siti Zuriana Bee D/O Mohamed Yusoff
Team Lead – IT & Digital
EA Personnel No: R23112335
Peoplebank Singapore Pte Ltd | EA Licence No: 08C5248