QA Executive (Call Centre)

Quality Assurance team, call centre

• Prepare feedback on service quality across the contact centre and provides recommendations on ways to improve productivity and customer satisfaction to achieve highest level of service excellence.
• Handle mailbox enquiries and resolves customers issues via email communication and personalised calls.
• Fulfil the Service Level Agreement (SLA) by responding to all emails within 5 working days and ensures follow up of cases within SLA independently.
• Prepare data such as contact centre daily service level, customer satisfaction, surveys data accuracy and call/complaint logs to execute strategies and techniques which enhances the overall effectiveness of the contact centre operations.
• Guide new employees to create a culture of service excellence.
• Assist in the compilation of data as and when required.

• Singaporean
• Degree in any field
• 2 years of relevant Level 2 call centre experience, quality assurance, operations, or data-related roles.
• Experience handling escalated cases
• Strong written and verbal communication skills with excellent attention to detail.
• Experience handling high-volume email correspondence while maintaining quality standards.
• Customer-centric mindset with good problem-solving skills.
• Proficient in MS Office (especially Excel); CRM or case management system experience is an advantage.
• Ability to work independently, manage priorities, and collaborate effectively with others.
• Proactive, adaptable, and improvement-driven attitude.

To apply, simply click "APPLY" and submit your curriculum vitae (CV) through GO, the official PERSOL job application platform. We regret to inform only shortlisted candidates will be notified.

Suzana Binte Slemat (EAP No. R1989461) EA Licence No. 01C4394