QA Director of Excellence

2 days ago

Singapore beBeeQualityAssurance Full time
Senior QA Manager

We are seeking a Senior Quality Assurance Manager to champion service quality and performance excellence in our contact centre operations. The ideal candidate will have strong experience in QA monitoring, coaching, and auditing.

About the Role:

  • Develop and implement 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.

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 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.

Benefits:

  • Foster a service quality mindset among Customer Service Officers (CSOs).
  • Drive continuous improvement initiatives.

Others:

  • The ideal candidate will be responsible for implementing and managing the quality assurance framework.
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