Leading Quality Excellence

2 days ago

Singapore beBeeQuality Full time $40,000 - $50,000

Job Title: Senior Quality Assurance Specialist

  • About the Role:

    • We are seeking a highly skilled and experienced Senior Quality Assurance Specialist to champion service quality and performance excellence in our contact centre.
    • The ideal candidate will be responsible for implementing and managing the quality assurance framework, coaching Customer Service Officers, 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 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 Customer Service Officers on service quality standards.
    • Conduct monthly or ad-hoc internal audits to ensure compliance with public service protocols and KPIs.

  • Responsibilities:

    • 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.

  • Requirements:

    • 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.

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