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Desk Quality Assurance

2 weeks ago

East Region, Singapore Alphaeus Pte Ltd Full time $60,000 - $80,000 per year
Key Responsibilities
  • Monitoring & Evaluation: Review calls, emails, chats, and incident logs to assess agent performance against quality benchmarks.
  • Feedback & Coaching: Provide constructive feedback to agents (1:1 and group) to enhance customer service, communication, and technical accuracy.
  • Trend & Data Analysis: Identify recurring issues, performance gaps, and opportunities for process improvements through QA data insights.
  • Quality Standards Development: Design and refine monitoring tools, evaluation criteria, and scoring systems to align with company standards.
  • Training & Calibration: Collaborate with trainers and team leads on developing training materials; participate in calibration sessions to ensure consistent evaluation.
  • Reporting: Deliver reports on agent quality metrics, trends, and improvement actions for management review.
  • Collaboration: Partner with team leaders, managers, and cross-functional teams to align QA findings with operational excellence goals.
  • Customer Listening: Participate in feedback programs to bridge the gap between customer expectations and service delivery.
  • Root Cause Analysis: Conduct RCA for quality issues and recommend corrective actions.
Qualifications & Skills
  • Diploma/Degree in IT, Business, or related fields.
  • 3–5 years of experience in Service Desk / Customer Support QA or similar roles.
  • Strong knowledge of quality monitoring tools, scoring systems, and customer service standards.
  • Excellent analytical skills with the ability to translate QA data into actionable insights.
  • Proven coaching and feedback delivery skills.
  • Strong communication, interpersonal, and collaboration skills.