Quality Assurance Lead (Contact Center, Contract) $4.5K

Location Singapore
Discipline Call Centre & Customer Service
Job Reference BBBH131155_1692959667
Salary S$3500 - S$4500 per month
Consultant Name Rupa Kankariya
Consultant Email rupa.kankariya@manpower.com.sg
Consultant Contact No. 65515317
EA License No. 02C3423
Consultant Registration No. R1441955


  • Perform transaction monitoring audits in accordance with the authority's agreed marking guidelines.
  • Highlight and coach/arrange coaching the identified outliers on the respective non-compliance.
  • To prepare and broadcast innovative quality initiatives like infographics.
  • Execute investigations and provided findings as well as corrective actions in the event non-conformities are identified.
  • Work with Contact Center Manager, Trainer and Team Leaders on quality initiatives and facilitate reward programs.
  • Perform post call survey validation and call out to lowly rated surveys to understand reason for failure.
  • Validate compliments and compile types of errors, service lapses/ complaints and submit via feedback tracker to client weekly.
  • Analyzes the raw data and identify areas that require attention such as high occurrence of the same error.
  • Highlight any concerns to Contact Center Manager, Trainer, and Team Leaders for discussion after coaching sessions.
  • Providing inputs and ensuring that the required QA reports are completed in a timely manner for provision to client.
  • To cover Trainer's job duties during Trainer's absence.

Skills and Qualifications:

  • A recognized diploma or its equivalent with at least 3 years of experience in the contact centre industry
  • Deep knowledge of quality assurance terminology, methods, and tools.
  • Excellent computer skills, including database management and meticulous in handling large data.
  • Excellent analytical, problem-solving, and decision-making skills.
  • Proficiency in best practices for version control.
  • Understanding of agile/scrum methodology and how QA functions within it.

Interested Applicants, please email your resume to rupa.kankariya@manpower.com.sg (R1441955), stating the position as the subject title in the email.

Rupa Kankariya EA License No. 02C3423 Personnel Registration No. R1441955

Please note that your response to this advertisement and communications with us pursuant to this advertisement will constitute informed consent to the collection, use and/or disclosure of personal data by ManpowerGroup Singapore for the purpose of carrying out its business, in compliance with the relevant provisions of the Personal Data Protection Act 2012. To learn more about ManpowerGroup's Global Privacy Policy, please visit https://www.manpower.com.sg/privacy-policy