Employment Type: Full-Time
Location: AMK/BEDOK Singapore
Operation Hours: Staggered 8.5-hour shift between 7:30 AM - 7:30 PM (SGT)
Weekend Duty: As per roster
Qualification: Diploma in any IT Field
Experience: At least 3 years experience
Salary: Up to $4,300 per month
We are seeking an experienced Service Desk Quality Assurance (QA) Manager to oversee and drive quality across our service desk operations. The QA Manager will monitor customer interactions, evaluate agent performance, and ensure service excellence through continuous improvement initiatives.
Key Responsibilities
- Monitoring & Evaluation - Review calls, emails, incidents, and chats to ensure adherence to quality standards.
- Feedback & Coaching - Provide constructive feedback and coaching to service desk agents to enhance performance.
- Trend Analysis - Analyse data to identify trends in customer issues, agent performance, and process improvements.
- Quality Standards Development - Design and implement monitoring frameworks, scoring systems, and QA tools.
- Training & Development - Develop training materials and facilitate calibration sessions for consistent quality assessment.
- Reporting - Prepare reports on agent performance, KPIs, and quality metrics for management.
- Collaboration - Partner with team leaders, managers, and other departments to align on service improvements.
- Customer Listening - Engage in feedback programs to align service delivery with customer expectations.
- Root Cause Analysis - Identify root causes of quality issues and recommend corrective actions.
Requirements
- Language Proficiency: Strong command of spoken and written English for instructions, advisory, and training.
- Strong communication skills (verbal & written).
- Excellent analytical skills to interpret data and trends.
- Attention to detail with the ability to spot gaps and inconsistencies.
- Proven problem-solving and root cause analysis abilities.
- Knowledge of service desk operations, KPIs, and customer service best practices.
- Experience in QA processes (call monitoring, performance management, feedback delivery).
- Ability to provide constructive and motivational feedback.
Commitment to continuous improvement in service delivery.
Application Process: If you possess the required skills and are ready to take on a dynamic role, we encourage you to apply. Share your resume at !
U3 Privacy policy for job applicants: When you apply, you voluntarily consent to the collection, use, and disclosure of your personal data for recruitment/employment and related purposes
