Overview
We are seeking an experienced Quality Assurance Lead to drive service excellence within a contact centre environment. This role is responsible for designing and implementing quality frameworks, ensuring adherence to service standards, and continuously improving customer experience outcomes.
You will play a key role in fostering an excellent service culture, coaching Customer Service Officers (CSOs), and partnering with stakeholders to enhance operational quality and customer satisfaction.
Responsibilities
- Develop and implement a comprehensive service quality plan, including quality assurance measures, performance indicators, governance structure, and evaluation methods
- Ensure alignment with contractual requirements, service standards, and KPIs
- Conduct transaction monitoring audits in accordance with defined marking guidelines
- Perform monthly and ad-hoc internal audits to ensure compliance with service standards and policies
- Execute investigations into service lapses and provide corrective action plans
- Identify performance gaps and provide targeted coaching to CSOs, including one-to-one sessions
- Collaborate with Team Leaders and Trainers to implement quality improvement initiatives and reward programmes
- Manage and review customer satisfaction surveys, including post-call survey validation
- Conduct follow-ups on low-rated surveys to identify root causes and improvement areas
- Analyse trends in complaints, service lapses, and recurring issues to recommend improvements
- Prepare and deliver timely QA reports, insights, and recommendations to stakeholders
- Maintain feedback trackers and provide regular updates on service quality issues
- Work closely with internal stakeholders to drive continuous improvement initiatives
- Develop and share quality-related materials such as infographics and communication content
- Provide backup support for Trainer responsibilities when required
Requirements
- Diploma or equivalent qualification, with minimum 3 years of experience in a contact centre or customer service environment, preferably in a quality assurance or audit role
- Solid knowledge of quality assurance methodologies, tools, and service quality frameworks
- Experience in transaction monitoring, coaching, and performance improvement within a contact centre setting
- Excellent analytical skills with the ability to interpret data, identify trends, and drive improvements
- Keen attention to detail and ability to manage large datasets and reports
- Good understanding of customer service KPIs, audit standards, and operational processes
- Effective communication and stakeholder management skills, with the ability to influence and coach team members
- Proficient in Microsoft Office tools, particularly Excel for data analysis and reporting
- Ability to work independently in a fast-paced environment and manage multiple priorities
Interested candidates may send in their resume and cover letter directly to [Confidential Information] (R1434374), stating the position as the subject title in the email.
Jireli Gem Mejia Cabria | EA License No. 02C3423 | Personnel Registration No. R1434374
Please note that your response to this advertisement and communications with us pursuant to this advertisement will constitute informed consent to the collection, use and/or disclosure of personal data by ManpowerGroup Singapore for the purpose of carrying out its business, in compliance with the relevant provisions of the Personal Data Protection Act 2012. To learn more about ManpowerGroup's Global Privacy Policy, please visit https://www.manpower.com.sg/privacy-policy
