[ref. p88558016] Toa Payoh - Quality Assurance Lead

Up to $5K per month + 1-month PB (Renewable and Convertible)

Quality Assurance Lead (Government Project)

CBD Area

Mon to Fri – Office Hours

The QA Officer will also coach Customer Service Officers (CSOs), monitor compliance with service standards, and collaborate with internal teams to uphold the Authority’s commitment to service excellence.

• Develop and propose a comprehensive Service Quality Plan, detailing quality assurance measures, accountability methods, performance indicators, quality management oversight, contractual requirements, timelines, and evaluation methods. Present and obtain endorsement from the Authority before contract commencement.
• Foster a service quality mindset among CSOs and cultivate a service-oriented culture within the contact centre.
• Design and implement customer satisfaction surveys, including scripting and conducting surveys for each CSO call for audit purposes.
• Review survey results, identify areas for improvement, and develop action plans to enhance service quality.
• Provide coaching and training to CSOs on service quality standards through one-on-one sessions and other training methods.
• Conduct regular internal audits (monthly or ad-hoc) to ensure ongoing compliance with service standards, including adherence to the Public Service’s No Wrong Door policy, First Responder Protocol, and the Authority’s Service and KPI Standards.
• Perform transaction monitoring audits based on the Authority’s Marking Guidelines.
• Identify non-compliance issues, highlight them, and coordinate coaching or corrective actions for outliers.
• Develop and disseminate innovative quality initiatives such as infographics to promote awareness.
• Conduct investigations into non-conformities, document findings, and recommend corrective actions.
• Collaborate with CCM, Trainers, and Team Leaders on quality initiatives and support reward programs.
• Validate Post Call Surveys, follow up on low-rated surveys to understand root causes, and implement improvement measures.
• Compile and analyse compliments, errors, service lapses, and complaints, and submit reports via Feedback Tracker on a weekly basis.
• Use data analysis to identify recurring errors or high error areas and escalate concerns for further action.
• Provide timely QA reports to the client and contribute to continuous improvement efforts.
• Cover Trainer’s responsibilities during their absence as needed.
• Maintain contact centre experience and knowledge to ensure best practices are followed.

• The candidate must possess at least a Diploma.
• Min 3 years prior experience Quality Assurance Lead positions in the contact centre industry.
• Strong understanding of customer service standards and quality management frameworks.
• Experience in conducting audits, surveys, and data analysis related to service quality.
• Ability to develop and implement quality improvement plans.
• Excellent coaching, communication, and interpersonal skills.
• Ability to work collaboratively with various internal teams, including Trainers, Team Leaders, and CCM.
• Proficiency in data analysis and reporting tools.
• Detail-oriented with strong organizational skills.
• Ability to adapt to changing priorities and conduct ad-hoc audits or investigations as needed.
• Knowledge of relevant policies such as the Public Service’s No Wrong Door policy and First Responder Protocol is preferred.

By submitting any application or résumé to us, you will be deemed to have agreed and consented to us disclosing your personal information to prospective employers for their consideration.

We regret only short-listed candidates will be notified.

Ken Zhang Aichang (R1110470)

[TDCX Talent Solutions Pte. Ltd.]

EA License: 23C2024