Call Center Quality & Performance Analyst

HELIUS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading telecommunications firm in Singapore is seeking a Quality Assurance Specialist to monitor and evaluate telesales calls. The ideal candidate will ensure compliance with company standards and laws while providing constructive feedback to improve agent performance. Responsibilities include analyzing call data, preparing detailed reports, and collaborating with training teams to enhance staff skills. This role is critical for maintaining high service quality and agent efficiency.

Qualifications

• Proven experience in a call center or telesales environment.
• Excellent verbal and written communication skills.
• Meticulous attention to detail.
• Strong ability to analyze data and provide recommendations.
• Familiarity with CRM systems and call monitoring software.
• Ability to handle escalated issues effectively.

Responsibilities

• Monitor live and recorded calls to assess agent performance.
• Ensure compliance with company policies and regulations.
• Provide feedback and coaching to agents.
• Prepare quality performance reports for management.
• Identify process improvements for better productivity.
• Document review findings and maintain performance logs.
• Participate in training and calibration sessions.

Skills

Call center experience

Communication skills

Attention to detail

Analytical skills

Technical proficiency

Problem-solving

Tools

Call monitoring software

CRM systems

Microsoft Office (Word, Excel, Outlook)

Job description

A leading telecommunications firm in Singapore is seeking a Quality Assurance Specialist to monitor and evaluate telesales calls. The ideal candidate will ensure compliance with company standards and laws while providing constructive feedback to improve agent performance. Responsibilities include analyzing call data, preparing detailed reports, and collaborating with training teams to enhance staff skills. This role is critical for maintaining high service quality and agent efficiency.