Quality Specialist - CX Support Operations, 12-month, CBD

Location Singapore
Discipline Information & Communications Technology
Job Reference BBBH111093_1650531654
Salary S$6000 - S$10000 per month
Consultant Name Fu Yee Chen, Lyn
Consultant Email lyn.fu@manpower.com.sg
Consultant Contact No. 62325738
EA License No. 02C3423
Consultant Registration No. R1110796

Job Scope:

  • Execute quality assessments as per the framework across the Product & CX Operations space
  • Monitor and be responsible for all quality assurance metrics across assigned regions/products
  • Include/updated key workflow changes, operations process and infosec critical elements across the scoring mechanism
  • Analyze data from assessment scores and I/D trends on Customer Exp failure points across Process, Product & operational policies
  • Own and conduct business reviews with team leaders, while engaging with training teams to drive actions and measure progress
  • Engage in team wide process improvement initiatives and and ensure all external advertiser touchpoint have top notch service quality
  • Collaborate with vendors and train on QA frameworks and develop reporting mechanisms
  • Collaborate with internal technology teams to test the QMS tool feature build


  • Minimum 3+ years of experience in the Quality domain in a business function or at a tech customer support vendor program
  • Experience in conducting large scale audits efficiently and good understanding of QA Scores
  • Advanced Excel, Google Studio or Tableau skills is good to have
  • COPC or Six Sigma experience is a plus but not needed
  • Vendor Experience is a plus

Additional Information:

  • Salary - Open for discussion
  • Contract duration: 12-month contract
  • Commencement Date: Immediate
  • Working days and hours: Mon to Friday, 10am to 7pm
  • Location: CBD

Lyn, Yee Chen Fu EA License No. 02C3423 Personnel Registration No. R1110796

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