Quality Assurance Team Lead | Call Centre - Toa Payoh

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

• 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 forward your updated resume to my email at [email protected]

**We regret to inform that only shortlisted candidates would be notified.

Company Registration Number: 201622755N|EA License: 19C9859| Registration Number: R24124511

Hui Yew Cheong