Client Services Manager - Quality Assurance (Contract)

QUESS SELECTION & SERVICES PTE. LTD.; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

QUESS SELECTION & SERVICES PTE. LTD. in Singapore is seeking a Quality Assurance leader for customer service operations.

You will drive automation, review QA processes, and ensure top quality across chat and email support. You will act as internal auditor and calibrator for QA graders, implement scalable QA strategies, conduct root cause analyses, and collaborate with CS, technical, training, and HR teams to raise service quality.

Qualifications

• Bachelor's degree or above with 4–6 years QA in a customer service environment
• Experience with live chat and email support
• Familiar with Call Centre Operations; recording and QA checks
• Knowledge of COPC and ISO standards
• Ability to perform root cause analysis and drive continuous improvement

Responsibilities

• Drive automation, review and continuously optimize QA processes and delivery to uphold quality standards
• Ensure quality standards and benchmarks across the CS department
• Act as Internal Auditor and Calibrator across QA graders; maintain QA policies and metrics
• Implement QA strategy with scalable processes to monitor team performance
• Assess quality issues, perform root cause analysis and develop improvement plans with relevant teams
• Identify new QA improvements and coordinate with CS, technical, training and HR teams
• Bring QA insights to streamline processes for efficiency and effectiveness

Skills

Quality Assurance

Root cause analysis

Process improvement

Call Center Operations

English communication

Proactive collaboration

Education

Bachelor's degree or above

Job description

Responsibilities:

• Drive automation, review and continuously optimizing QA process and delivery to ensure excellent quality standard is being maintained


• Ensure the quality standard, benchmark and analysis across entire CS department


• Act as the Internal Auditor and Calibrator across QA graders, and maintain QA policies and grading metrics


• Implement QA strategy with scalable processes/systems that efficiently monitor the accuracy and status of overall team performance.


• Assess quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with respective teams to improve the levels.


• Proactively identifies new ways to improve QA work and coordinates with different departments such as CS, technical, training, HR.


• Bring insights and innovative ideas from a QA perspective to streamline processes ensuring efficiency and effectiveness.

Requirements:

• Bachelor's degree or above, at least 4-6 years' experience as a Quality Assurance in customer service environment with livechat, email support functions


• Relevant experience: familiar with Call Centre Operations; prior experience with email and chat channel is a must; able to conduct recording, quality check and shift arrangement etc.


• Familiar with QA COPC, and ISO standards.


• Continuous improvement: prior knowledge in setting goals for continuous improvement of service quality standards and the level of client satisfaction; able to conduct root cause analysis;


• Able to work under pressure and adapt to a fast-paced environment, show strong sense of responsibility and a passion for customer service management, work proactively with service mindset, strong problem solving and delivery skills


• Excellent English communication skill, additional knowledge in any Asian language would be a plus