Quality Assurance Manager | Call Centre - #1118215

Working Days: Mon - Fri, Office hours

Duration: Till end Jun 2026

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

Requirements

• 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, please what's app at Xiu Xia +65 90176371 to find out more about the role.
You can forward your updated resume to [email protected]
Company Registration Number: 201622755N | EA Licence: 19C9859 | Lim Xiu Xia