Client Services Manager - Quality Assurance (Contract)

QUESSCORP SINGAPORE PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

QUESSCORP SINGAPORE PTE. LTD. is seeking a Quality Assurance professional for its customer service operations in Singapore.

The role focuses on driving QA process automation, maintaining quality standards across the CS department, and acting as an internal auditor to calibrate QA graders and enforce policies. The candidate should have 4–6 years of QA experience in livechat and email support, familiarity with call centre operations, and knowledge of COPC and ISO standards.

Qualifications

• Bachelor’s degree or above in a relevant field.
• 4–6 years’ experience in Quality Assurance in a customer service environment with livechat and email support.
• Familiar with Call Centre Operations, QA processes, and recording & quality checks.
• Knowledge of QA COPC and ISO standards.
• Able to perform root cause analysis and drive continuous service quality improvements.
• Excellent English communication; knowledge of an Asian language is a plus.

Responsibilities

• Drive automation, review and optimize QA processes and delivery for quality.
• Ensure quality standards and benchmarks across the CS department.
• Act as Internal Auditor and Calibrator across QA graders, maintaining QA policies.
• Implement QA strategy with scalable processes to monitor team performance.
• Assess quality issues, conduct root cause analysis and develop improvement plans.
• Identify opportunities to streamline QA and coordinate with CS, technical, training, HR.
• Bring QA insights to improve efficiency and effectiveness.

Skills

Quality Assurance

Customer service

Root cause analysis

Problem solving

Education

Bachelor’s degree or above

Tools

QA COPC

ISO standards

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

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“This is in partnership with the Employment and Employability Institute Pte Ltd (“e2i”).

e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to Quesscorp Singapore’s PDPA and e2i’s PDPA. By submitting your application for this position, you consent to the collection, use, and disclosure of your personal data by Quesscorp and its recruitment partners, including Employment and Employability Institute Pte Ltd, for the purpose of i) employment facilitation and ii) data and statistical analysis. You may find out more information on the PDPA policies at Quesscorp website and [https://www.e2i.com.sg/pdpa/].