AI-Driven QA Executive: Elevate Call Center Quality

SPH Media; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

SPH Media is seeking a QA Executive to monitor and evaluate customer interactions across calls, emails, chats, and CRM cases, ensuring adherence to standards and service excellence. You will drive data integrity, quality scoring, coaching, and continuous improvement using AI tools and workflow automation, enhancing efficiency and customer satisfaction across the CSO team.

Responsibilities include reporting on quality metrics, calibrating evaluators, and implementing automation to scale QA

Qualifications

• Hands-on experience using generative AI, Speech Analytics, or AI-assisted QA platforms.
• Proven knowledge or experience in setting up workflow automations.
• High attention to detail.
• Experience in subscription service industry.
• Prior experience with ServiceNow, Amazon Connect (AWS), or AI-driven contact centre solutions.
• Knowledge of customer retention, churn drivers, and predictive customer analytics.

Responsibilities

• Monitor and evaluate calls, emails, chats, and CRM cases daily to ensure quality adherence.
• Ensure all cases are logged accurately in the CRM, with correct type, category, subcategory, and notes.
• Provide structured feedback to CSOs and team leads with data-driven QA insights.
• Collaborate on QA calibration sessions to align evaluation standards and reduce evaluator variance.
• Identify opportunities to automate QA processes and improve data integrity and reporting.
• Act as Resolution Advocate, transforming feedback into positive customer experiences and internal improvements.

Skills

Interpersonal skills

Analytical skills

AI-assisted QA

Customer service standards

Education

Diploma or Degree in Business, Communications, or related field

Tools

ServiceNow

Amazon Connect

AI-driven QA platforms

Job description

SPH Media is seeking a QA Executive to monitor and evaluate customer interactions across calls, emails, chats, and CRM cases, ensuring adherence to standards and service excellence. You will drive data integrity, quality scoring, coaching, and continuous improvement using AI tools and workflow automation, enhancing efficiency and customer satisfaction across the CSO team.

Responsibilities include reporting on quality metrics, calibrating evaluators, and implementing automation to scale QA