Quality Assurance Senior Executive (Contact Centre)

The Quality Assurance (QA) Senior Executive/ 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.

Working hours

• Monday to Friday 8.30am to 6pm. Overtime may be required on weekdays during the subscription drive.
• Required to work on Saturday or Sunday from 8am to 12.30pm (approximately 3 times in 8 weeks)

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.