Service Desk Quality Assurance

2 days ago

Bedok South Road, Singapore U3 InfoTech Pte Ltd Full time

**Employment Type**: Full-Time, contract
**Location**: AMK/BEDOK Singapore
**Operation Hours**: Staggered 8.5-hour shift between **7:30 AM - 7:30 PM (SGT)**
**Weekend Duty**: As per roster
**Qualification**: Diploma in any IT Field
**Experience**: At least 3 years experience

**Salary**: Up to $4,300 per month

We are seeking an experienced **Service Desk Quality Assurance (QA) Manager** to oversee and drive quality across our service desk operations. The QA Manager will monitor customer interactions, evaluate agent performance, and ensure service excellence through continuous improvement initiatives.

**Key Responsibilities**
- **Feedback & Coaching** - Provide constructive feedback and coaching to service desk agents to enhance performance.
- **Trend Analysis** - Analyse data to identify trends in customer issues, agent performance, and process improvements.
- **Quality Standards Development** - Design and implement monitoring frameworks, scoring systems, and QA tools.
- **Training & Development** - Develop training materials and facilitate calibration sessions for consistent quality assessment.
- **Reporting** - Prepare reports on agent performance, KPIs, and quality metrics for management.
- **Collaboration** - Partner with team leaders, managers, and other departments to align on service improvements.
- **Customer Listening** - Engage in feedback programs to align service delivery with customer expectations.
- **Root Cause Analysis** - Identify root causes of quality issues and recommend corrective actions.

**Requirements**:

- Language Proficiency: Strong command of spoken and written English for instructions, advisory, and training.
- Strong communication skills (verbal & written).
- Excellent analytical skills to interpret data and trends.
- Attention to detail with the ability to spot gaps and inconsistencies.
- Proven problem-solving and root cause analysis abilities.
- Knowledge of service desk operations, KPIs, and customer service best practices.
- Experience in QA processes (call monitoring, performance management, feedback delivery).
- Ability to provide constructive and motivational feedback.

Commitment to continuous improvement in service delivery.

**U3 Privacy policy for job applicants**:When you apply, you voluntarily consent to the collection, use, and disclosure of your personal data for recruitment/employment and related purposes

**Job Type**: Contract
Contract length: 12 months

Pay: Up to $4,300.00 per month

**Education**:

- Local Polytechnic Diploma (required)

**Experience**:

- IT Support: 3 years (required)

Work Location: In person

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