Quality Assurance Executive (Contact Centre)

The Quality Assurance (QA) Executive is responsible for monitoring and evaluating customer interactions to ensure adherence to call centre standards, company policies, and service excellence guidelines. This role plays a critical part in improving customer satisfaction, reducing service errors, and driving continuous performance improvement across a team of Customer Service Officers (CSOs). Additionally, the QA Executive leverages hands-on AI tools and workflow automation to streamline evaluation processes, optimize data logging accuracy, and enhance operational efficiency within the call centre.

Roles & Responsibilities

1. Call & Case Monitoring & Data Integrity

• Monitor and evaluate recorded calls, emails, chats, and CRM cases daily.
• Ensure all cases are logged accurately in the CRM, including correct case type, category, subcategory, and case notes, to maintain data integrity and enable reliable reporting.
• Conduct structured quality checks based on set guidelines.
• Monitor adherence to call scripts, compliance requirements, and service protocols.
• Identify critical processing errors, case lodging errors and compliance risks.

2. Quality Scoring and Reporting

• Monitor CSO adherence to Service Level Agreements (SLAs).
• Track customer satisfaction (CSAT) scores and identify patterns affecting service quality.
• Prepare weekly or monthly quality performance reports.
• Highlight risk patterns affecting customer retention and dissatisfaction.

3. Coaching & Feedback

• Provide structured feedback to CSOs and Team Leads on data-driven QA insights.
• Facilitate regular QA calibration sessions, align cross-functional stakeholders on evaluation standards, and track evaluator variance to ensure consistent, objective scoring across the organization.
• Coach CSOs based on QA findings to improve behaviour, service quality, and adherence to standards.
• Recommend targeted training for recurring quality gaps.
• Support improvement plans for underperforming CSOs.

4. Performance Improvement & Compliance

• Identify opportunities to set up automations to improve operational efficiency.
• Review CRM data for accuracy and completeness to ensure reliable reporting and actionable insights.
• Escalate critical quality or compliance issues to management promptly.
• Maintain audit documentation and QA records.
• Act as a Resolution Advocate by proactively reaching out to customers to transform their feedback into positive experiences and actionable internal improvements.

5. Customer Service

• Attend to phone-in/email/chat enquiries and feedback on newspaper and magazine subscriptions, promotions and delivery issues.
• Guide subscribers on digital publications.
• Handle email correspondences.
• Manage customer relationships through effective follow-up and appropriate resolutions.
• Able to interact with customers on digital support channels in a professional and timely manner.

6. Process Innovation

• Pioneer, establish, and continuously improve automated QA evaluation workflows to increase audit coverage and streamline compliance tracking.
• Spearhead the transition from manual call sampling to AI-driven quality monitoring across all support channels.

7. Ad-hoc Duties

• Perform core responsibilities and participate in continuous improvement or AI/Automation pilot projects as assigned.
• Carry out additional tasks or projects as required to support team objectives.
• Assist with special assignments or ad-hoc tasks directed by management..
• Support the team with flexible responsibilities to meet organizational needs.

Who we are looking for

Skills

• Strong interpersonal skills and the ability to deliver constructive, data-backed feedback
• Excellent analytical and reporting skills
• AI assisted QA and prompt engineering skills
• Strong understanding of customer service standards

Competencies & Personality Traits (Required Competencies)

• Hands-on experience using generative AI, Speech Analytics, or AI-assisted QA platforms
• Proven knowledge or experience in setting up workflow automations
• High attention to detail
• Experience in subscription service industry
• Prior experience with ServiceNow, Amazon Connect (AWS), or AI-driven contact centre solutions
• Knowledge of customer retention, churn drivers, and predictive customer analytics

Working Experience

• Minimum 3 to 5 years of direct experience in a Quality Assurance role, with proven experience conducting audits, facilitating calibration sessions, and leading process improvement initiatives

Qualifications

• Diploma or Degree in Business, Communications, or related field
• 3–5 years experience in call centre operations (QA experience required)
• Language requirement: Business-level fluency in both English and Chinese (written and spoken) is essential for auditing bilingual interactions.