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Excellence Through Quality Leadership

3 weeks ago

Singapore beBeeAnalytical Full time $50,700 - $51,300
Job Title: Service Desk Quality Assurance Manager

Overview

We are seeking a highly experienced Service Desk Quality Assurance (QA) Manager to lead and drive quality across our service desk operations.

The QA Manager will oversee customer interactions, evaluate agent performance, and ensure service excellence through continuous improvement initiatives.

Key Responsibilities

  1. Monitoring & Evaluation – Review calls, emails, incidents, and chats to ensure adherence to quality standards.
  2. Feedback & Coaching – Provide constructive feedback and coaching to service desk agents to enhance performance.
  3. Trend Analysis – Analyze data to identify trends in customer issues, agent performance, and process improvements.
  4. Quality Standards Development – Design and implement monitoring frameworks, scoring systems, and QA tools.
  5. Training & Development – Develop training materials and facilitate calibration sessions for consistent quality assessment.
  6. Reporting – Prepare reports on agent performance, KPIs, and quality metrics for management.
  7. Collaboration – Partner with team leaders, managers, and other departments to align on service improvements.
  8. Customer Listening – Engage in feedback programs to align service delivery with customer expectations.
  9. Root Cause Analysis – Identify root causes of quality issues and recommend corrective actions.

Requirements

  • Language Proficiency: Strong command of spoken and written English for instructions, advisory, and training.
  • Strong communication skills (verbal & written).
  • Excellent analytical skills to interpret data and trends.
  • Attention to detail with the ability to spot gaps and inconsistencies.
  • Proven problem-solving and root cause analysis abilities.
  • Knowledge of service desk operations, KPIs, and customer service best practices.
  • Experience in QA processes (call monitoring, performance management, feedback delivery).
  • Ability to provide constructive and motivational feedback.

Benefits

This is a challenging yet rewarding role that requires strong leadership, analytical, and communication skills.

As a Service Desk Quality Assurance Manager, you will have the opportunity to make a significant impact on our service desk operations and contribute to the growth and success of our organization.

How to Apply

If you possess the required skills and qualifications, we encourage you to apply. Please submit your resume and a cover letter outlining your experience and qualifications for this role.