Quality Assurance Team Lead

5 days ago

Downtown Tanjong Pagar, Singapore CGP Personnel Full time $60,000 - $120,000 per year

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 improvement opportunities
  • Collaborate with stakeholders to address quality gaps and enhance agent performance
  • Provide regular quality reports, insights, and recommendations to the management
  • Ensure compliance with contractual obligations and internal policies
  • Drive continuous improvement initiatives to enhance customer satisfaction and agent performance
  • Act as the primary point of contact for audits and quality-related escalations
  • Perform other ad-hoc duties assigned by the management

Requirements

  • Diploma or Bachelor's degree or equivalent work experience in customer service or quality assurance
  • 3–5 years of experience in call center quality assurance, with at least 2-3 years in a supervisory or lead role
  • Strong leadership and people management skills
  • Excellent analytical, problem-solving, and decision-making abilities
  • Outstanding verbal and written communication skills
  • Proficiency in MS Office (Excel, Word, PowerPoint) and call monitoring tools
  • Ability to work in a fast-paced environment and manage multiple priorities

Interested applicants may forward your updated resume to my email at

**We regret to inform that only shortlisted candidates would be notified.

Company Registration Number: N|EA License: 19C9859| Registration Number: R

Hui Yew Cheong

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