Quality Assurance Lead | Call Centre

Quality Assurance Team Lead | Call Centre Responsibilities Develop, implement, and oversee the call center's quality assurance strategy, policies, and procedures Lead and supervise the team in monitoring and evaluating calls Analyze call center performance data to identify trends, training needs, and process improvement opportunities Collaborate with...

Quality Assurance Team Lead | Call Centre | Central Develop, implement, and oversee the call center's quality assurance strategy, policies, and procedures Lead and supervise the team in monitoring and evaluating calls Analyze call center performance data to identify trends, training needs, and process improvement opportunities Collaborate with stakeholders...

Working Days: Mon - Fri, Office hours Duration: Till end Jun 2026Location: Tanjong Pagar Responsibilities Develop, implement, and oversee the call center's quality assurance strategy, policies, and procedures Lead and supervise the team in monitoring and evaluating calls Analyze call center performance data to identify trends, training needs, and process...

Working Days: Mon - Fri, Office hours Duration: Till end Jun 2026 Location: Tanjong Pagar Responsibilities Develop, implement, and oversee the call center’s quality assurance strategy, policies, and procedures Lead and supervise the team in monitoring and evaluating calls Analyze call center performance data to identify trends, training needs, and process...

Develop, implement, and oversee the call center's quality assurance strategy, policies, and procedures Lead and supervise the team in monitoring and evaluating calls Analyze call center performance data to identify trends, training needs, and process improvement opportunities Collaborate with stakeholders to address quality gaps and enhance agent performance...

The QC in this role is responsible for aligning the quality of the performance of the **CALL CENTRE **operation with that of our client’s expectations and business requirements. He/she is also expected to enhance and implement company’s TQM framework and make recommendations to improve the service quality processes and procedures. **Job...

Roles & Responsibilities Job Description: Conduct training for new staff on the product knowledge. Perform quality audits on customer transactions i.e. monitoring of phone calls, emails, web chats, data entry and other transactions handled by the call centre representatives. Align, review and improvise on internal quality standards and procedures. Conduct...

Conduct training for new staff on the product knowledge. - Align, review and improvise on internal quality standards and procedures. - Conduct training for Team Leaders on transaction monitoring. - Calibrate transaction monitoring with assessors. - Supervise transaction monitoring. - Design and implement quality processes jointly with relevant business...

**Responsibilities**: - Perform transaction monitoring audits in accordance with the Authority’s agreed Marking Guidelines. - Highlight and coach/arrange coaching the identified outliers on the respective non-compliance. - To prepare and broadcast innovative quality initiatives like infographics. - Execute investigations and provided findings as well as...

As a **Call Centre Manager**, you will be responsible for overseeing the daily operations of our call centre, managing a team of customer service agents, and ensuring that performance targets are met. You will play a key role in driving customer satisfaction, optimizing operational efficiency, and maintaining a positive and productive work...