Client Services Manager - Quality Assurance (Contract)

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

Job summary

QUESSCORP SOLUTIONS PTE. LTD. in Singapore is seeking a quality assurance professional to lead and improve QA processes within the customer service team, emphasizing livechat and email support channels.

You will review quality metrics, implement scalable QA strategies, and drive continuous improvement across the CS department. The ideal candidate has 4–6 years of QA experience in a customer service environment, with knowledge of COPC and ISO standards, strong English communication, and a

Qualifications

• 4–6 years of Quality Assurance experience in a customer service environment with livechat and email support.
• Familiar with Call Centre Operations; experience with recording, quality checks and shift arrangements.
• Knowledge of QA COPC and ISO standards.

Responsibilities

• Drive automation, review and continuously optimize QA processes and delivery to ensure 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 that monitor accuracy and team performance.
• Assess quality issues, perform root cause analysis and develop improvement plans.
• Identify new ways to improve QA work; coordinate with CS, technical, training, HR teams.
• Bring QA insights to streamline processes for efficiency and effectiveness.

Skills

Quality Assurance

Customer service

Livechat

Email support

Root cause analysis

ISO standards

COPC

English communication

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