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Quality Assurance Lead

3 weeks ago

Singapore Jobline Resources Pte Ltd Full time

**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 corrective actions in the event non-conformities are identified.
- Work with CCM, Trainer and Team Leaders on quality initiatives and facilitate reward programs.
- Perform Post Call Survey Validation and call out to lowly rated surveys to understand reason for failure.
- Validate Compliments and compile types of errors, service lapses/complaints and submit via Feedback Tracker to client weekly.
- Analyzes the raw data and identifies areas that require attention such as high occurrence of the same error and reoccurrence of error by same CSO.
- Highlight any concerns to CCM, Trainer and Team Leaders for discussion after coaching sessions.
- Providing inputs and ensuring that the required QA reports are completed in a timely manner for provision to client
- To cover Trainer’s job duties during Trainer’s absence.

**Requirements**:

- A recognized diploma or its equivalent with at least 3 years of experience in the contact centre industry
- Deep knowledge of quality assurance terminology, methods, and tools.
- Superb computer skills, including database management and meticulous in handling large data.
- Excellent analytical, problem-solving, and decision-making skills.
- Proficiency in best practices for version control. *- Understanding of agile/scrum methodology and how QA functions within it.