Quality Assurance Executive

1 week ago

Downtown Tanjong Pagar, Singapore CGP Personnel Full time $13,200 - $144,000 per year

Working Days: Mon - Fri, Office hours

Duration: Till end Jun 2026

Location: Tanjong Pagar

Responsibilities:

  • Monitor and evaluate calls to assess service quality, script adherence, and professionalism
  • Score and document agent performance based on predefined quality parameters and guidelines
  • Provide constructive feedback and coaching support to agents to enhance performance and customer experience
  • Identify training needs and recommend targeted development programs
  • Maintain detailed records of call evaluations, quality reports, and performance trends
  • Ensure compliance with organizational policies, contractual obligations, and customer service protocols
  • Collaborate closely with the QA Team Lead on quality improvement initiatives, and support the updating of evaluation forms and quality standards as required
  • Perform other ad-hoc duties assigned by the management

Requirements:

  • Min. Diploma / Degree or equivalent work experience in customer service or quality assurance
  • Minimum 2 years of experience in a quality assurance or customer service role within a call center environment
  • Strong written and verbal communication skills
  • Strong listening, analytical and critical thinking skills
  • High attention to detail and ability to manage multiple tasks in a fast-paced environment
  • Proficiency in MS Office (Excel, Word, PowerPoint) and call monitoring tools

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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