Working Days: Mon - Fri, Office hours
Duration: Till end Jun 2026
Location: Tanjong Pagar
Responsibilities:
- Develop, implement, and oversee the call center's quality assurance strategy, policies, and procedures
- Lead and supervise the team in monitoring and evaluating calls
- Analyze call center performance data to identify trends, training needs, and process improvement opportunities
- Collaborate with stakeholders to address quality gaps and enhance agent performance
- Provide regular quality reports, insights, and recommendations to the management
- Ensure compliance with contractual obligations and internal policies
- Drive continuous improvement initiatives to enhance customer satisfaction and agent performance
- Act as the primary point of contact for audits and quality-related escalations
- Perform other ad-hoc duties assigned by the management
Requirements
- Diploma or Bachelor's degree or equivalent work experience in customer service or quality assurance
- 3-5 years of experience in call center quality assurance, with at least 2-3 years in a supervisory or lead role
- Strong leadership and people management skills
- Excellent analytical, problem-solving, and decision-making abilities
- Outstanding verbal and written communication skills
- Proficiency in MS Office (Excel, Word, PowerPoint) and call monitoring tools
- Ability to work in a fast-paced environment and manage multiple priorities
Interested applicants may WhatsApp at to learn more about the role or forward your updated resume to my email at
..We regret to inform that only shortlisted candidates would be notified.
Company Registration Number: 201622755N|EA License: 19C9859| Registration Number: R24124511
Hui Yew Cheong
