QA Lead

6 days ago

Singapore Peoplebank Full time

Overview

Job Title: Quality Assurance (QA) Lead – Contact Centre

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.

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.

How to Apply

Interested applicants, please click on the "Apply Now" to submit your updated resume.

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.

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