QA Lead (Contact Centre Operations) | Contract

MANPOWER STAFFING SERVICES (SINGAPORE) PTE LTD

Singapore, Singapore
Contact centre quality assurance experience
Transaction monitoring and audit execution
Performance coaching for csos
This role is responsible for designing and implementing comprehensive service quality frameworks to drive excellence within a contact centre

Job Summary

  • This role is responsible for designing and implementing comprehensive service quality frameworks to drive excellence within a contact centre.
  • The incumbent will conduct transaction monitoring audits, investigate service lapses, and provide targeted coaching to Customer Service Officers.
  • Candidates must possess strong analytical skills to interpret data trends and recommend operational improvements to stakeholders.

Matching Summary

Match Score: 85

This role is responsible for designing and implementing comprehensive service quality frameworks to drive excellence within a contact centre.

Skills & Requirements

Must-have

  • Contact centre quality assurance experience
  • Transaction monitoring and audit execution
  • Performance coaching for CSOs
  • Service quality framework development
  • Data analysis and trend identification

Nice-to-have

  • Stakeholder management skills
  • Trainer backup support capability
  • Infographic creation ability
  • Fast-paced environment adaptability

Key Requirements

  • Minimum 3 years contact centre experience
  • Diploma or equivalent qualification
  • Experience in quality assurance or audit roles

Work Rights

Not specified

Tailored Resume

Cover Letter